Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service o

This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and bus

This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is i

Automotive Service Management: Principles into Practice, Second Edition, provides coverage across a wide range of topics that are critically important in the fa

Organizations of all types are consistently working on new initiatives, product lines, and workflows as a way to remain competitive in the modern business envir