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Service: Denitions and Attributes
Toward a Definition of Service
As a core of this book considers the provision and management of service,
we believe it helpful at this early stage to provide one or more denitions of
service and to discuss these. Service use is often immediate and (with few
exceptions) is directly experienced by the user. Conventional examples of
services include personal services such as a manicure, a haircut, and dental
care, all of which are provided to the customer in that customer’s pres-
ence. Byway of contrast, personal items such as nail extensions, hairpieces,
wigs and toupees, and dentures can have specialist w