chapter I MANAGING SERVICE: A GENERAL OVERVIEW AND INTRODUCTION -- chapter 1 MANAGING SERVICE AS A LINE OF BUSINESS -- chapter 2 MANAGING SERVICE IN SPECIFIC MARKET SEGMENTS -- chapter 3 KEY SERVICE MANAGEMENT ELEMENTS -- part II CRM AND SMSTECHNOLOGY -- chapter 4 INFRASTRUCTURE AND FUNCTIONS OF CRM AND SMS TECHNOLOGY -- chapter 5 MANAGING AND OPTIMIZING SERVICE USING CRM AND SMS -- chapter 6 STATE-OF-THE-ART CRM AND SMS TECHNOLOGY -- chapter 7 USING E-COMMERCE TO SELL, MANAGE, AND DELIVER SERVICE -- part III MARKETING AND SELLING SERVICE -- chapter 8 MEASURING AND EVALUATING SERVICE QUALITY -- chapter 9 DEVELOPING SERVICE MARKET STRATEGY AND PORTFOLIOS -- chapter 10 MARKETING AND SELLING SERVICE -- chapter 11 PRICING SERVICE TO MAXIMIZE REVENUES AND PROFITS -- part IV ERVICE OPPORTUNITIES, POTENTIAL, AND THE FUTURE -- chapter 12 NEW SERVICE MARKET OPPORTUNITIES AND THE USE OF SERVICE TO CHANGE MARKET POSITION -- chapter 13 OVERALL ISSUES IN MANAGING SERVICE.