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Service Management: The Role of Services in an Economy
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The Nature of Services
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Service Strategy
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New Service Development
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Technology in Services
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Service Quality
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The Service Encounter
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The Supporting Facility
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Service Facility Location
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Managing Service Projects
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Forecasting Demand for Services
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Managing Capacity and Demand
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Managing Waiting Lines
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Capacity Planning and Queuing Models
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Managing Service Supply Relationships
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Managing Facilitating Goods
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Growth and Globalization of Services
