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Page 2 to 12: Start pages | Page 13 to 14: Marianne Abramovici, Sylvie Chevrier and Muriel Jougleux – General introduction | Page 15 to 16: The authors | Page 17 to 18: Marianne Abramovici, Sylvie Chevrier and Muriel Jougleux – Purpose of the work | Page 20 to 40: Sylvie Chevrier – Chapter 1. Design of new services: when the customer does not know what he wants | Page 41 to 59: Marianne Abramovici – Chapter 2. Designing or redesigning the role of the customer: what issues, what tools? | Page 60 to 81: Eugénie Briot – Chapter 3. Setting the price and identifying the dimensions of the perceived value of the service in the eyes of the consumer | Page 82 to 105: Rola Hussant-Zebian and Shérazade Gatfaoui – Chapter 4. Intended experiences and lived experiences in shopping centers: the case of Val d’Europe | Page 107 to 128: Laurence Bancel-Charensol – Chapter 5. What analysis tools to manage service production? | Page 129 to 153: Catherine Maman and Rola Hussant-Zebian – Chapter 6. “So many emotions in the services! » Between prescriptive script and spirit of service: what place for emotions in the production of services? | Page 154 to 177: Jean-Baptiste Suquet – Chapter 7. The work collective: a lever for managing the skills of contact personnel? | Page 178 to 180: Shérazade Gatfaoui and Shérazade Gatfaoui – Chapter 8. Building trust in the banking relationship | Page 182 to 200: Muriel Jougleux – Chapter 9. Quality and service performance approaches: when the mind comes to services… | Page 201 to 219: Jean-Baptiste Suquet – Chapter 10. What does it mean to manage the deviant behavior of your clients? | Page 220 to 248: Marianne Abramovici and Sylvie Chevrier – Chapter 11. Thinking regarding overall performance: Lessons from a study on the driving school sector | Page 249 to 252: Marianne Abramovici, Sylvie Chevrier and Muriel Jougeux – General conclusion | Page 253 to 282: Bibliography | Page 283 to 288: End pages.
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