Welcome to the Understanding Service Businesses on-line book. If you are new to the book, I encourage you to read the Introduction.
Table of Contents
Part I - Fundamentals
Part II - Service Business Strategy
Part III - Managing Service Processes
Part IV - Service Quality and Value
Appendices available online
- Word file containing all Application Exercises (If you are in one of Dr. Sampson's classes, recall that unless pre-approved otherwise, he does not accept Application Exercises turned in by email. Also, don't forget to complete the page header that goes with each Application Exercise, as included in this Word file.)
- A list of all Service Business Principles from the book (web page format).
- PowerPoint file of all Service Business Principles from the book.
- PowerPoint file of PCN Analysis Exercises for use with the book. (These replace the Application Exercises included in the book.)