C.1. Introduction to service lavel management p.33-- C.2. Concepts and definitions p. 63-- C.3. SML Methodology p. 108-- C.4. SLM architecture p. 154-- C.5. Special topics in SLM p. 235-- C.6. SLM and electronic commerce p.270-- C.7. SLM, modern business, and quality of life p. 283--
