PEARSON EDUCATION LIMITED
Edinburgh GateHarlow CM20 2JETel: +44 (0)1279 623623Fax: +44 (0)1279 431059Website: www.pearsoned.co.uk
First published in Great Britain in 2008
© Pearson Education Limited 2008©
The rights of Marc Silvester and Mohi Ahmed to be identified as authors of this work have been asserted by them in accordance with the Copyright, Designs and Patents Act 1988.
British Library Cataloguing-in-Publication DataA catalogue record for this book is available from the British Library
Library of Congress Cataloging-in-Publication DataSilvester, Marc. Living service : how to deliver the service ofthe future today / Marc Silvester and Mohi Ahmed. p. cm. Includes bibliographical references and index. ISBN-13: 978-0-273-71535-1 (alk. paper) 2. Service industries. I.Ahmed, Mohi. II. Title. HF5415.5.S557 2008 658. '12--dc222008000741 ...