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1. The Rise of Services in the Modern Economy
2. Capacity and Demand in Services
3. Yield and Revenue Management
4. Shift Scheduling and Integer Programming
5. Employees Role in Service Delivery
6. Setting Up the Front Line for Success
7. Service Scripting
8. The Role of Customers in Service Delivery
9. Service Quality
10. Service Failures and Recovery
11. Cognitive Psychology in Service Design
12. The Psychology of Waiting
13. The Psychology of Sequence
14. The Customer's Journey
15. Service Blueprinting
16. Social Psychology in Service Design
17. The Experience Economy
18. Sensory Service Design
19. Environmental Psychology
Appendix
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Services Management Copyright © by Mike Dixon. All Rights Reserved.
