1. service culture 2. successful 3.

Service environments
leaders
4. Model of service 5. Servicescape 6. Ambient conditions
environment
7. Excess demand 8. Demand 9. Demand and supply are
exceeds well
optimum
capacity
10. Excess capacity 11. Total Quality 12. three-step approach for
Management effectively using poka-
yokes
13. Customers’ 14. Mary Jo Bitner 15. channel arbitrage
expectations range suggests
across a spectrum managers to test
their SSTs
16. Innovative Location 17. MINI stores 18. Locating in multi
Strategies purpose facilities

19. disintermediation 20. franchise 21. People processing

service
22. Factors simulating 23. Offshoring 24. Services
transformation of
service economy
25. Four categories of 26. Marketing 27. Evoked set
services challenges
posed by
 services
28. Credence attributes 29. Factors 30. Desired service level
influencing
customer
expectations of
services
31. Adequate service 32. Predicted 33. Zone of tolarance
level service level

34. Models and 35. Behavioural 36. Decisional control

frameworks controls
37. Cognitive control 38. Valarie 39. Servqual scale five
zeithamal dimension

40. Focus strategies for 41. Service losers 42. Service nonentities
service
43. Service professionals 44. Service leaders 45. Service quality
46. Gaps 47. Knowledge gap 48. Policy gap
49. Delivery gap 50. Communications 51. Perception gap
gap
52. Service quality gap 53. Soft standard 54. Hard standards
55. Total market survey 56. Transactional 57. Point of transactions
and annual survey survey

58. Mystery shopping 59. Monthly service 60. Quarterly service

performance
61. Annual service 62. Control charts 63. Productivity
64. Efficiency 65. Effectiveness 66. Tqm
67. Procedural justice 68. Interactional 69. Outcome justice
 service
70. Service recovery 71. 72.
73. 74. 75.
76. 77. 78.
79. 80. 81.
82. 83. 84.
85. 86. 87.
88. 89. 90.
91. 92. 93.
94. 95. 96.