2.1 Understanding management, leadership and decision-making, 2.2 Understanding management decision-making, 2.3 Understanding the role and importance of stakeholders
Ch 2: Key Concepts Of Service Management, Ch 3: Organizations, Service Providers, Service Consumers, And Other Stakeholders, Ch 4: Products And Services...
PED and YED, Segmentation, External Environment And Marketing, Fair Trade, Understanding Customers, Different Business Forms, Stakeholders, Leadership And Management Styles...