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Services Operations Management

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Table of Contents

1. Services: An Overview 2. Services in Context/Role of Services within the Economy 3. Characteristics of Service 4. Strategic Aspects 5. Missing/Corporate Strategy 6. Functional Strategies 7. Operations Strategy 8. Service Design 9. Marketing Interface 10. Specifying the Service 11. Specification Parameters 12. Delivery Issues 13. Location 14. Transportation and Distribution 15. Process Design and Improvement 16. Resource Management 17. Measurement 18. Human Resource Management

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