Introduction to Service Engineering

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Product details:

• ISBN 10: 0471547727
• ISBN 13: 978-0471547723
  
• Author: Gavriel Salvendy, Waldemar Karwowski

As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems.

Table contents:

Part I : Introduction

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