Strategic Service Management is based on a proven basic model: ´Facets of
Services´. This central model is described in full in the opening chapter.
Hereafter, all five facets of service are dealt with: ´Service Provider´,
´Services´, ´Customers´, ´Service Processes´ and ´Relation´.
This book puts the many existing theories and models in a logical framework.
These models range from De CaluwA(c) and Vermaaks´s change model to customer
satisfaction according to Zeithami and Bitner. The experiences of three
entrepreneurs from varying service sectors run throughout the book. In this
way, the student is stimulated to apply the theory to his or her ´own´
situation and it makes this book highly suitable for project-based education.
