Defining services -- The nature of service -- The nature of service management -- The service concept -- Designing services -- Service process design -- Designing human resources practices that matter for services organisations -- Information technology and services -- The role of facilities management in designing the service experience -- Service branding and promotion -- Pricing services -- Delivering services -- Capacity management -- People practices that enable delivery -- Customer attitudes that enable delivery -- Customer attitudes and behaviours towards services firms -- Performance measurement systems in service firms -- Service guarantees and service level agreements -- Developing services -- Managing innovation in a servicesed