Table of Contents
PART I: UNDERSTANDING SERVICES
Chapter 1: The Important Role Services Play in an Economy 1
Chapter 2: The Nature of Services and Service Encounters 5
Chapter 3: Customers: The Focus of Service Management 9
Chapter 4: Globalization of Services 13
Chapter 5: Service Strategy and Competitiveness 15
Chapter 6: Ethical Challenges in Service Management 19
PART II: BUILDING THE SERVICE SYSTEM
Chapter 7: Technology and Its Impact on Services and Their Management 23
Chapter 8: Design and Development of Services and Service Delivery Systems 27
Chapter 9: Supply Chains in Services and Their Management 31
Chapter 10: Locating Facilities and Designing Their Layout 33
PART III: OPERATING THE SERVICE SYSTEM
Chapter 11: Managing Demand and Supply in Services 43
Chapter 11 Supplement: Queuing and Simulation 47
Chapter 12: Service Quality and Continuous Improvement 55
Chapter 12 Supplement: Tools and Techniques of Total Quality Management 57
Chapter 13: Service Productivity and Measurement of Performance 61
Chapter 14: Management of Public and Private Nonprofit Service Organizations 67
PART IV: TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS
Chapter 15: Forecasting Demand for Services 71
Chapter 16: Vehicle Routing and Scheduling 81
Chapter 17: Project Management 87
Chapter 18: Linear and Goal Programming Applications for Services 95
Chapter 19: Service Inventory Systems 105
Appendix A: Areas Under the Standard Normal Curve 109
Appendix B: Answers to Selected Problems 113
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