PART ONE: Understanding Services

Chapter 1:

The Service Economy

Chapter 2:

Service Strategy

PART TWO: Designing the Service Enterprise

Chapter 3:

New Service Development

Chapter 4:

The Service Encounter

Chapter 5:

Supporting Facility and Process Flows

Chapter 6:

Service Quality

Chapter 7:

Process Improvement

Supplement: Data Envelopment Analysis (DEA)

Chapter 8:

Service Facility Location

PART THREE: Managing Service Operations

Chapter 9:

Service Supply Relationships

Chapter 10:

Globalization of Services

Chapter 11:

Managing Capacity and Demand

Chapter 12:

Managing Waiting Lines

Chapter 13:

Capacity Planning and Queuing Models

Supplement: Computer Simulation

PART FOUR: Quantitative Models for Service Management

Chapter 14:

Forecasting Demand for Services

Chapter 15:

Managing Service Inventory

Chapter 16:

Managing Service Projects

APPENDIX

Appendix A: Areas of Standard Normal Distribution

Appendix B: Uniformly Distributed Random Numbers [0, 1]

Appendix C: Values of Lq for the M/M/c Queuing Model

Appendix D: Equations for Selected Queuing Models