Series: Winning In Service Markets Series

Positioning Services in Competitive Markets

Building a World Class Service Organization

Crafting the Service Environment

Developing Service Products and Brands

Designing Complaint Handling and Service Recovery Strategies

Managing People for Service Advantage

Service Marketing Communications

Balancing Capacity and Demand in Service Operations

Designing Customer Service Processes

Understanding Service Consumers

Pricing Services and Revenue Management

Managing Customer Relationships and Building Loyalty

Service Quality and Productivity Management