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Essentials of Services Marketing, Second Edition by Christopher Lovelock, Patricia Chew, Jochen Wirtz

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Chapter 15. Organizing for Service Leadership

Learning Objectives

By the end of this chapter, the reader should be able to:

Image LO 1 Understand the implications of the Service Profit Chain for service management.

Image LO 2 Appreciate that marketing, operations, and human resource management functions need to be closely integrated in service businesses, and understand how this can be achieved.

Image LO 3 Be familiar with the four levels of service performance. ...

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