Definition of Service Zeithmal & Bitner- Zeithmal & Bitner- “ Deeds, processes & performances” –Deeds- actions of Service Providers –Processes- steps in.
McGraw-Hill© 2000 The McGraw-Hill Companies 1 S M S M McGraw-Hill © 2000 The McGraw-Hill Companies Part 3 ALIGNING STRATEGY, SERVICE DESIGN AND STANDARDS.
