Service Design and Delivery (Service Science: Research and Innovations in the Service Economy)
From the reviews:“This book is for … organization that wants to design customer-centric service delivery. … This book moves to a new level, describing in detail the elements of the emerging discipline of service science. It is an outstanding contribution to the field, and should be required reading for marketing and operations leaders for organizations.” (Ernest Hughes, ACM Computing Reviews, June, 2011)