Part 01 Introduction to the Service Industry
Chapter 1 Service Theory
Chapter 2 Service Industry
Chapter 3: The Service Economy and the Service Paradox
Chapter 4 Service Business Model
Part 02 Service Process Development and Quality Management
Chapter 1 Service Process
Chapter 2 Improving Service Processes
Chapter 3 Service Quality
Chapter 4 Enterprise-Wide Service Quality Management
Chapter 5 Service Research and Development (R&D)
Part 03 Service Supply and Demand Management
Chapter 1 Service Pricing Management
Chapter 2 Service Expectation Management
Chapter 3 Service Demand Management
Chapter 4 Service Supply Management
Chapter 5 Service Yield Management
Chapter 6 Service Wait Management
Part 04 Service Human Resource Management
Chapter 1 Human Resource Management
Chapter 2 Service Personnel Selection
Chapter 3 Service Job Evaluation and Compensation
Chapter 4 Labor-Management Relations Management
Chapter 5: Labor Productivity Management of Service Workforce
Part 05 Customer Satisfaction Management Strategy
Chapter 1: Customer Satisfaction Management and Strategy
Chapter 2: Measuring Customer Satisfaction
Chapter 3 Management Strategy and Analysis
Chapter 4: Competitive Advantage Strategy and Service Marketing

The new standard for SMAT textbooks!!

'SMAT C Module: Self-Study' is a 'self-study standard' textbook written by analyzing many years of exams and focusing on the content that appears on the exam.
In particular, we focused on analyzing the test contents from the past three years.

This textbook has a very high test-relevance rate, as the author, Director Byun Mi-young, personally took the test and included only the content that appeared on the exam.
To help students studying on their own study more easily, each chapter is marked with a 'high level of difficulty' so that they can focus on that section.
Each chapter includes 'terms/rules with high test frequency' to help you prepare perfectly for the connection type and O/X type, and 'past questions with high test frequency' analyzed from previous exams to help you prepare for the actual exam.

In addition, 'Terms/Rules' were included in the main text to help with understanding the terminology, and 'A Little More' content was attached to help with overall understanding of the test content.
Lastly, the 'Family Tree Notes to See in the Exam Room' is composed of content that has frequently appeared on exams so that test takers can organize it in a final manner.
This textbook was written by Director Miyoung Byun, the best-selling author of Service Management CS Leaders Management, based on her know-how to date, analyzing this exam from its inception, making it the best textbook for self-study examinees, as it has a high test rate.