Global Service Management : Principles and Practices

This book is designed to help readers acquire theoretical knowledge of service management and apply it in practice, serving as a guideline for corporate management in the service industry. It begins with a definition of service management, followed by the second chapter on understanding service customers and the third chapter on customer relationship management. It then addresses issues related to service differentiation, studies related cases, and discusses service marketing, service quality, and service leadership. The final chapter covers an introduction to customer satisfaction management.