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| Foundationsof Services Marketing Vignette: The Weather Channel: The Public's Eye on the Sky | |
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| Understanding Services | |
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| Marketing Definition of Services | |
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| How Does Services Marketing | |
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| Differ from Physical Goods Marketing? | |
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| Characteristics of Services | |
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| Classifications of Services | |
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| Overview of Book | |
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| Service Industry to Be Measured by New Indicator | |
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| Peace of Mind for You and Your Pets | |
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| Personalized Department Store Services | |
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| Frameworks for Managing the Customer's | |
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| Experience Components of the Service | |
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| Experience Framing the Service Experience | |
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| Comparing Service Experience | |
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| Frameworks Raising the Curtain on Services Theater | |
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| The Emotional Side of Services | |
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| It Used to Be Easier | |
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| Call-a-Bike: The Invisible System Makes | |
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| This Service Possible | |
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| Magic Castle: A Unique Service Experience | |
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| Taking the Show on the Road | |
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| A Canadian Dental Experience | |
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| Plugging into the Information | |
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| Age Services and the Information | |
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| Age Empowering Employees | |
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| Through Technology Empowering the Customer | |
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| Enabling the Interactive Experience | |
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| Capturing Customer Information | |
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| Coping with Negative | |
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| Impacts of Services Technology | |
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| Challenges of Using Technology to Manage | |
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| Customer Interfaces | |
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| eBay | |
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| Drop-Off Stores: One of 13 | |
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| Hot Businesses for 2005 | |
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| Video Games | |
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| Dominate Entertainment Services Media | |
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| ChoicePoint Loses | |
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| Your Identity: Theft on the Internet | |
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| Creating the Interactive | |
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| Experience Vignette: Louvre Museum | |
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| Planning and Producing the Service Performance | |
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| The Service Performance | |
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| Supplementing the Basic Service Performance | |
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| Differentiating the Service Performance | |
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| Customizing the Service Performance | |
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| Scripting the Service Performance | |
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| Blueprinting the Service Performance | |
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| The Internet and Service Performances | |
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| Copying | |
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| Practices from Fast-Food Restaurants and Retailers | |
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| Gives a Small Bank a Massive Competitive | |
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| Advantage | |
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| Self-Service | |
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| Technology Gains Popularity | |
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| Medical Theater | |
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| Designing the Service Setting | |
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| What Is a Service Setting? | |
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| Key Considerations in Designing the Service Setting | |
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| The Service Setting as a Marketing Tool | |
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| Cyberspace as a Service Setting | |
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| Minimundus--Die Kleine | |
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| Welt am W?rthersee | |
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| (The Little World on Lake Worth) | |
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| A Premium Evening at the Ballpark | |
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| High-End | |
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| Restrooms Offer Artistic Relief | |
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| Leveraging the People Factor Service | |
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| Employees and Their Behavior | |
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| Empowering Service Employees | |
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| The Need for Service Improvisation | |
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| The Emotional Side of Services | |
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| Costuming Service | |
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| Employees Maximizing Service | |
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| Employee Productivity | |
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| It's All an Act for the Doctors | |
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| The Struggle of Dealing with Employee Turnover | |
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| What Service Organizations | |
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| Can Learn from Stanislavsky | |
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| This Service Goes to the Dogs | |
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| Managing the Customer Mix Service | |
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| Customers and Their Behavior | |
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| Customer-to-Customer Interactions | |
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| Customer-to-Employee Interactions | |
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| Selecting and Training Customers | |
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| Managing Customer Rage | |
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| Mardi Gras: New Orleans Knows | |
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| How to Laissez Le Bon Temps Rouler | |
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| Silence at 35,000 Feet | |
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| Banning | |
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| Teenagers in Shopping Malls | |
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| Promising the Interactive Service | |
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| Experience Vignette: The Windsor | |
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| Court Hotel: What Price Excellence? | |
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| Setting a Price for the Service Rendered | |
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| Why Do Services Prices Vary? | |
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| Yield Management in Services Pricing | |
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| Objectives and Approaches | |
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| The Relationship Between Service | |
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| Price and Value Calculating Service | |
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| Costs Price Bundling Additional Pricing | |
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| Considerations | |
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| If Airlines Sold Paint | |
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| Airlines' Price | |
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| Unbundling: Charging for Meals | |
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| What Is a Picture Worth? | |
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| Promoting the Interactive Service | |
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| Experience Services and Integrated | |
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| Marketing Communications | |
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| Marketing Communications and Services | |
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| The Promotional Mix Advertising the Service | |
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| Sales Promotions and Services | |
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| Personal Selling and Services | |
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| Publicity and Services | |
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| Promoting Services on the Internet | |
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| Citibank Brings | |
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| Sumo Wrestlers to New York | |
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| Jackson Hewitt | |
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| Ties Game to NASCAR | |
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| Humorous Service | |
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| Organization Slogans | |
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| "...Would You Like to Supersize That?" | |
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| Delivering and Ensuring a Successful | |
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| Customer Experience Vignette: "Shoppertaintment" | |
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| Creating and Delivering the Customer Experience | |
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| Building Customer Loyalty | |
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| Through Service Quality | |
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| What Is Service Quality? | |
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| How Customers Evaluate Service Quality | |
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| Why and When to Guarantee a Service | |
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| What Makes an Extraordinary Service Guarantee? | |
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| How to Design a Service Guarantee | |
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| Ritz-Carlton Hotels: Two-Time | |
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| Malcolm Baldrige Award Winner | |
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| Using Technology to Reduce | |
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| Human Error in Health Care Services | |
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| Quality Improvement by Rating | |
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| Child Care Services Taking the Show on the Road: Toyota Norway | |
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| Regaining Customer Confidence | |
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| Through Customer Service and Service Recovery | |
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| Customer Service Customer Service as a Strategic | |
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| Function Developing a Customer Service Culture | |
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| The Need for Service Recovery | |
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| Steps to Service Recovery Hidden Benefits of Service | |
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| Recovery | |
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| Planning for Customer Service: | |
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| Improvisation Training at Aer Arann | |
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| An Airline Passenger's | |
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| Nightmare | |
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| Are All Customers Worth Recovering? | |
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| Researching Service Success and Failure | |
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| Why Is Researching Service | |
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| Success and Failure Necessary? | |
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| Why Is Service Success | |
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| So Difficult to Achieve? | |
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| Research Methods for Services | |
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| Creating a Service Quality Information System | |
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| AOL Releases | |
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| Web-Search Data of 650,000 Users | |
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| Going Retail with Market | |
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| Research | |
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| Health Care | |
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| Taps "Mystery Shoppers": To Improve Service, Hospitals and Doctors | |
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| Hire Spies to Pose as Patients and Report | |
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| Back Taking the Show on the Road: Richer Sounds | |
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| ManagementIssues in Services | |
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| Marketing Vignette | |
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| Offshoring Services | |
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| TATA Consultancy Services | |
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| Developing Marketing Strategies for Services | |
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| Overview of Marketing Strategy in Service | |
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| Organizations Scanning the Environment | |
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| Planning the Services Marketing | |
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| Strategy Positioning and Service Segmentation | |
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| Marketing Mix Strategy Strategic | |
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| Challenges for Services Service | |
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| Strategies for Competitive Advantage | |
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| Stones from Bones | |
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| Green Marketing | |
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| Issues in the Service Sector | |
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| Choosing a Name for the Service | |
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| Coping with Fluctuating | |
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| Demand for Services | |
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| Why Is Services Demand a Problem? | |
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| The Nature of Service Demand | |
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| Chasing Demand with Service | |
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| Capacity Smoothing Demand to Fill Service | |
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| Capacity Maximum Versus Optimum Capacity | |
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| Italians' Love for August | |
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| Vacations Gets in the Way of Business | |
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| The Peachtree Road Race: Atlanta Puts | |
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| Its Best Foot Forward | |
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| Pizza--It's | |
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| Not Just for Breakfast Anymore | |
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| Thinking Globally: "It's a Small World | |
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| After All" Services and Culture | |
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| Global Trade in Services | |
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| Entry Strategies for Global Service Markets | |
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| Standardization Versus Adaptation of Global Services | |
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| Multilingual Service Systems Technology and Global Services | |
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| Wal-Mart Creates | |
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| Retail Upheaval in Japan and Germany | |
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| Offshoring: From Call Centers to Debt Collection | |
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| Services | |
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| Burger King | |
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| Worldwide Taking the Show on the Road: The Internet | |
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| Comes to the Service of Farmers in India | |
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| Appendix: Careers in Services | |
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| Glossary Name Index | |
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| Organization Index | |
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| Subject Index | |