Abstract
In this chapter is dedicated to Service Design. Both service content and service delivery are presented, together with a process-based service improvement. References to service quality (ServQual method) and Customer Satisfaction Indices are made.
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References
Tonchia, S., & De Toni, A. (2004). Measuring and managing the after-sales service. International Journal of Services Technology & Management, 5(4), 385–393.
Tonchia, S., & Tramontano, A. (2004). Process management for the extended enterprise. Berlin: Springer.
Tonchia, S., De Toni, A., & Nassimbeni, G. (1995). An instrument for quality performance measurement. International Journal of Production Economics, 38, 199–207.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service. New York: Free Press.
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Tonchia, S. (2018). Service Design. In: Industrial Project Management. Management for Professionals. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-56328-1_6
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DOI: https://doi.org/10.1007/978-3-662-56328-1_6
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