Preface -- Introduction -- What is a service process? -- Designing and documenting service processes -- Service process redesign -- Customer participation in service processes -- Self-service technologies -- Conclusion -- Summary -- Endnotes

Preface -- Introduction -- Customer complaining behavior -- Customer responses to effective service recovery -- Principles of effective service recovery systems -- Service guarantees -- Discouraging abuse and opportunistic customer behaviour -- Conclusion -- Summary -- Endnotes

Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of...