Service management refers to the discipline of planning, organizing, and controlling service delivery to ensure customer satisfaction and quality. It focuses on managing the processes, resources, and interactions between the service provider and the customer to deliver value effectively. In economic terms, services are intangible activities offered in exchange for value, emphasizing the importance of meeting customer needs through consistent and efficient service provision. Effective service management is crucial for enhancing service quality, improving customer experience, and maintaining competitive advantage in service industries
- Dr. : Fatima Metaiche