Sl.No Chapter Name English
1What is Service?Download
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2Evolving Service MarketsDownload
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3The Service CustomersDownload
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4Product Service SystemsDownload
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5The Service ActDownload
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6Seamless ServiceDownload
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7Service Management ElementsDownload
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8Core Vs. Supplementary ServicesDownload
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9Intangibility of ServicesDownload
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10Response to IHIP ChallengesDownload
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11Process & PromotionDownload
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12Process Issues in ServiceDownload
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13Challenges of Services-1Download
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14Service Uniqueness -2Download
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15Consumer in the Services Flow-1Download
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16Service Consumer Behavior-2Download
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17Customer Co Creation of Services-1Download
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18Customer Co Creation of Services-2Download
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19Current Service Map to New Service DesignDownload
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20Current Service Map to New Service Design.Download
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21Case Study on Service Excellence - 1Download
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22Case Study on Service Excellence - 2Download
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23Services Excellence - CultureDownload
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24People in ServicesDownload
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25Position - Value Proposition - 1Download
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26Position - Value Proposition - 2Download
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27Branding Services - 1Download
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28Distributing ServicesDownload
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29Distributing Services.Download
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30Network of ServicesDownload
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31Strategy for Service BusinessesDownload
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32Strategy for Service Businesses.Download
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33Strategy for Service Businesses..Download
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34Pricing - Basic ConceptsDownload
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35Service PricingDownload
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36Service Pricing.Download
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37Service Quality IDownload
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38Service Quality IIDownload
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39Service Quality IIIDownload
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40Service Complaints and Recovery StrategiesDownload
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41Loyalty - Relationship IDownload
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42Loyalty - Relationship IIDownload
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43Strategy Canvas - Service Portfolio AnalysisDownload
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44Loyalty - RelationshipDownload
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45Managing Partner RelationshipsDownload
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46Global Service Ecosystem - Contemporary IssuesDownload
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47Service Ecosystem - Service InnovationDownload
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48Services as Systems: A Holistic ApproachDownload
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1EnglishNot Available
2BengaliNot Available
3GujaratiNot Available
4HindiNot Available
5KannadaNot Available
6MalayalamNot Available
7MarathiNot Available
8TamilNot Available
9TeluguNot Available