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Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Management contains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such as:
Service Management will be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management
PART I: UNDERSTANDING SERVICES
Chapter 1: The Important Role Services Play in an Economy 1
Chapter 2: The Nature of Services and Service Encounters 17
Chapter 3: Customers: The Focus of Service Management 39
Chapter 4: Globalization of Services 55
Chapter 5: Service Strategy and Competitiveness 71
Chapter 6: Ethical Challenges in Service Management 93
PART II: BUILDING THE SERVICE SYSTEM
Chapter 7: Technology and Its Impact on Services and Their Management 109
Chapter 8: Design and Development of Services and Service Delivery Systems 129
Chapter 9: Supply Chains in Services and Their Management 161
Chapter 10: Locating Facilities and Designing Their Layout 181
PART III: OPERATING THE SERVICE SYSTEM
Chapter 11: Managing Demand and Supply in Services 215
Chapter 11 Supplement: Queuing and Simulation 231
Chapter 12: Service Quality and Continuous Improvement 247
Chapter 12 Supplement: Tools and Techniques of Total Quality Management 269
Chapter 13: Service Productivity and Measurement of Performance 291
Chapter 14: Management of Public and Private Nonprofit Service Organizations 321
PART IV: TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS
Chapter 15: Forecasting Demand for Services 341
Chapter 16: Vehicle Routing and Scheduling 365
Chapter 17: Project Management 387
Chapter 18: Linear and Goal Programming Applications for Services 409
Chapter 19: Service Inventory Systems 435
Appendix: Areas Under the Standard Normal Curve 455