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• Cover Page
• Dedication
• Title
• Copyright
• Contents
• Foreword
• Acknowledgments
• Leadership Insights: The Power of Leadership
• 1. Introduction
• PART I STRATEGIZING THE PROMISE
• Leadership Insights: The Power of the Strategist
• 2. Looking Back on Service
• 3. Leading the Service Wave
• 4. Formulating Strategic Promises
• PART II DESIGNING THE PROCESS
• Leadership Insights: The Power of the Transformer
• 5. Developing the Service Strategy
• 6. Designing the Service Process
• 7. Strategizing for Service Recovery
• 8. Designing Service Metrics
• PART III ENGAGING THE PROVIDERS
• Leadership Insights: The Power of the Providers
• 9. Activating Customer Orientation
• 10. Managing Service Organizations
• 11. Implementing Human Resources Policies for Service Organizations
• 12. Building and Maintaining an Effective Service Leadership Culture
• References
• Index
• About the Authors