Zeithaml, Valarie A.; Bitner, Mary Jo; Gremler, Dwayne D. - 2017 - Seventh edition
: Service Recovery <strong>Part 4: Aligning Service Design and Standards</strong> Chapter 8: Service Innovation and Design … future. The advanced economies of the world are now dominated by services, and virtually all companies view service as …, have depended on their physical products for their livelihood now recognize that service provides one of their few …