In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wr

Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first bo

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corpora

The third publication in MSP University's bestselling Managed Services Series, this edition covers all aspects of delivering I.T. and technical services to end-

Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer managemen