PART ONE Understanding Services

Chapter 1 The Role of Services in an Economy
Chapter 2 The Nature of Services
Chapter 3 Service Strategy

PART TWO Designing the Service Enterprise

Chapter 4 New Service Development
Chapter 5 Technology in Services
Chapter 6 Service Quality
Chapter 7 Supporting Facility and Process Flows
Chapter 8 Process Improvement
Chapter 9 The Service Encounter
Chapter 10 Service Facility Location

PART THREE Managing Service Operations

Chapter 11 Managing Capacity and Demand
Chapter 12 Managing Waiting Lines
Chapter 13 Service Supply Relationships
Chapter 14 Globalization of Services
Chapter 15 Managing Service Projects

PART FOUR Quantitative Models for Service Management

Chapter 16 Capacity Planning and Queuing Models
Chapter 17 Forecasting Demand for Services
Chapter 18 Managing Service Inventory

APPENDIX

A Areas of a Standard Normal Distribution
B Uniformly Distributed Random Numbers [0, 1]
C Values of Lq for the M/M/c Queuing Model
D Equations for Selected Queuing Models

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