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Achieving Service Excellence by C. M. Chang

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CHAPTER 1

Service Growth

1.1 Introduction

Service activities transform the state of an entity (e.g., person, business, community, and/or region/nation) or an entity’s possessions. Historically, service activities depended upon direct interactions between a customer (beneficiary) and provider (expert), as in the cases of business consulting, medical care, education, wealth management, transportation, food services, and others. Examples of such transforming activities are illustrated in Table 1.1.

Table 1.1. Service Transforming Activities

Entity Examples of transforming services

Person

Foods, legal, entertainment, financial healthcare, education

Product

Design, maintenance, operations, logistics

Business

Management consulting, outsourcing ...

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