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Service is front stage : positioning services for value advantage

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Cover of 'Service is front stage : positioning services for value advantage'

Table of Contents

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    Book Overview
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    Chapter 1 Introduction
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    Chapter 2 Toward a New Definition of Services
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    Chapter 3 Services: The Front-Stage Experience
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    Chapter 4 The Service Triangle
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    Chapter 5 The Service-Intensity Matrix
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    Chapter 6 Finding and Keeping the Fit
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    Chapter 7 Quality Gaps
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    Chapter 8 The Three Movements of Quality
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    Chapter 9 Balancing Supply and Demand
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    Chapter 10 From Industrial to Professional Services
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    Chapter 11 Managing the Change Process
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    Chapter 12 Conclusion
Attention for Chapter 11: Managing the Change Process
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