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Service Growth
內容大綱
Chapter 1, Service Growth (10 pages), considers the development of the service economy across several segments, including professional, business, government, and education. The author reviews trends in service growth and explains the factors that predict continued growth in service jobs, including the aging population's need for services, customer demand for sophisticated services, and market expectations for technology-based service improvement. He explores how a service enterprise can maximize resources such as employees, knowledge, and technology, and suggests that there are two approaches to service leadership-strategic differentiation and operational excellence-each of which is explored in subsequent chapters.