1. Service: definitions and attributes -- 2. Service and moments of truth -- 3. Service management, service systems and service excellence -- 4. People and service : customers -- 5. People, technology and usability: an ergonomic perspective -- 6. Leading organizations and employees towards service excellence -- 7. Leading organizations as if people matter : humanist approaches -- 8. Service in and by public sector organizations -- 9. Public sector culture and values : delivering public service excellence -- 10. Service and technology in retailing : history, concepts and concerns -- 11. Service and technology in retailing : history, concepts and concerns -- 12. The future of service excellence through people and technology.