Service Management: Operations, Strategy, and Information Technology

Part I Understanding services: the role of services and the economy; the nature of services; service quality; service strategy. Part II Designing the service enterprise: new service development and process design; the supporting facility; service facility location; the service encounter; work measurement; Internet service. Part III Managing service operations: forecasting demand for services; managing waiting lines; computer simulation; capacity planning; managing capacity and demand; managing facilitating goods; service and supply chain management; vehicle routing; managing service projects; linear programming applications in services. Part IV Toward world-class service; quality and productivity improvement; data envelopment analysis (DEA); growth and global expansion. Appendices: areas of a standard normal distribution; uniformly distributed random numbers [0,1]; values for Lq for the M/M/c queuing model; equations for selected queuing models.