MP Service Management

Part I Understanding Services Chapter 1. The Role of Services in an Economy Chapter 2. The Nature of Services Chapter 3. Service Strategy Part II Designing the Service Enterprise Chapter 4. New Service Development Chapter 5. The Service Encounter Chapter 6. Service Quality Chapter 7. E-Service Chapter 8. Service Facility Location Chapter 9. The Supporting Facility Part III Managing Service Operations Chapter 10. Managing Supply and Demand Chapter 11. Managing Waiting Lines Chapter 12. Managing Service Supply Relationships Chapter 13. Managing Facilitating Goods Chapter 14. Managing Projects Part IV Toward World-Class Service Chapter 15. Quality and Productivity Improvement Chapter 16. Growth and Globalization of Services Part V Quantitative Models for Service Management Chapter 17. Forecasting Demand for Services Chapter 18. Queuing Models and Capacity Planning Appendix A Areas of a Standard Normal Distribution Appendix B Uniformly Distributed Random Numbers [0,1] Appendix C Values of Lq for the M/M/c Queuing Models Appendix D Equations for Selected Queuing Models