Contents
Part I: Understanding Services
1 The Important Role Services Play in an Economy
1.3 The Service Sector of the U.S. Economy
1.4 Theories Explaining the Growth of Services
2 The Nature of Services and Service Encounters
2.2 General Concept of a Productive System
2.3 Characteristics of Services
2.4 The Service Organization as a System
3 Customers: The Focus of Service Management
3.3 Consumer Behavior and a Consumer Decision Model
3.4 Unique Aspects of Service Purchases
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