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Service Principles, Design, and Strategies
Abstract
The purpose of this chapter is to explain the concepts and principles of service science, management and engineering, and the basic constructs of innovative service strategies. It highlights why service is increasingly being conceptualized as a process rather than a unit of production output. The chapter first describes the evolving service perspectives and their associated characteristics and principles. It then addresses the service “implementation” aspects and describes the definitions and interrelationships of service concept, design, and strategies to create differentiating customer experience.
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