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Service design and delivery / Mairi Macintyre, Glenn Parry, Jannis Angelis, editors. - xxii, 169 pages : illustrations ; 24 cm. - Service science . - Service science. .

Includes bibliographical references.

Understanding services and the customer response / Goods, products and services / The IBM story / Rethinking lean service / Designing competitive service models / Shifting from production to service to experience-based operations / Complex deployed responsive service / A multi-organisational approach to service delivery / Through life costing / The practitioner view / Are you being served? / Jagdeesh S. Dhaliwal, Mairi Macintyre, and Glenn Parry -- Glenn Parry, Linda Newnes, and Xiaoxi Huang -- Charles Loving -- John Seddon, Brendan O'Donovan, and Keivan Zokaei -- Veronica Martinez and Trevor Turner -- Jannis Angelis and Edson Pinheiro de Lima -- Glenn Parry ... [et al.] -- Valerie Purchase, John Mills, and Glenn Parry -- Linda Newnes ... [et al.] -- Ian Smart ... [et al.] -- Mairi Macintyre, Glenn Parry, and Jannis Angelis.

ISBN: 1441983201 9781441983206

LCCN: 2011924475

Subjects--Topical Terms:
Service industries.
Service industries--Quality control
Customer services

LC Class. No.: HD9980.5 / .S46 2011

Dewey Class. No.: 338.47