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The Ultimate Scientific and Technical Reference
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Management and innovation engineering
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What are the main technical and commercial differences between a product and a service?
Bibliography
Christian Grönross, Service Management and Marketing: Managing the Moment of Truth in Service Competition , Lexington Books, 1990
Lynn G. Shostack, "How to design a service", European Journal of Marketing , 16 (1): 133-139, 1982
Jean Harvey, "Service quality: a tutorial", Journal of Operations Management , 16: 583-597, 1998...
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The Ultimate Scientific and Technical Reference