As economies across the world continue to transition toward services,skills in marketing and mana...

Winning in Service Markets: Success through People, Technology, and Strategy is the first practit...

ABOUT THE BOOK:This is the first reference book on Intelligent Automation (IA). Also called Hyper...

Service leadership is not based on outstanding performance within a single dimension. Rather, it ...

From a customer's perspective, services are experiences. From the organization's perspective, ser...

Revenue Management: Advanced Strategies and Tools to Enhance Firm Profitability explores the role...

Many services with limited capacity face wide swings in demand that can be caused by the change i...

Designing the service environment is an art that involves a lot of time and effort, and can be ex...

This book is the first book on the emerging trend of intelligent automation. Also known as hypera...

In services marketing, it is important to understand why customers behave the way they do. How do...

What makes consumers or institutional buyers select, and remain loyal to, one service provider ov...

Highly capable and motivated people are at the center of service excellence and productivity. Beh...