PART 3. Delivering serices. 10. Capacity management / Roland Van Dierdonck, Paul Gemmel -- 11. People, practices that enable delivery / Baer Van Looy, Krist'l Krols, Dirk Butens, Tine Vandenbossche, Walter Stevens, Driess Faerns -- 12. Customer attitudes and behaviours towards service firms / Bart Lariviแere, Paul Gemmel, Kristoff De Wulf, Katrien Verleye -- 13. Performance measurement systems in service firms / Paul Gemmel, Kurt Verweire, Gino Van Issel, Warner Bruggeman, Roland Van Dierdonck, Vart Van Looy -- 14. Service guarantees and service-level agreements / Paul Gemmel, Gino Van Ossel -- PART 4. Developing services / Bart Van Looy, Paul Gemmel -- 15. Managing innovation in a service environment / Koenraad Debackere, Annelies Geerts, Bart Van Looy -- 16. Developing sustainable strategies / Aimโe Heene, Bart Van Looy -- 17. Managing services acroos national boundaries / Roland Van Dierdock, Bart Van Looy -- 18. Servitization: or why services management is relevant for manufacturing environments / Steven Desmet, Roland Van Dierdonck, Bart Van Looy, Paul Gemmel -- Technical notes. 1. Analysing queuing systems in service environments / Paul Gemmel -- 2. Simulation as a tool in designing services / Paul Gemmel -- 3. How to manage complaints / Gino Van Ossel, Paul Gemmel -- 4. Measuring customer satisfaction / Gino Van Ossel, Paul Gemmel -- 5. Data envelopment analysis / Paul Gemmel -- Appendix. The state probability (P(n))

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