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With this hands-on study guide to accompany the reference on integrating the many disciplines that comprise service operations management, authors Haksever and Render help students master all aspects of the field. Fully aligned with Service Management, this workbook-style book includes chapter learning objectives, chapter summaries, chapter questions, reviews of key terms and concepts, additional cases and examples, discussion questions, and more.
PART I: UNDERSTANDING SERVICES
Chapter 1: The Important Role Services Play in an Economy 1
Chapter 2: The Nature of Services and Service Encounters 5
Chapter 3: Customers: The Focus of Service Management 9
Chapter 4: Globalization of Services 13
Chapter 5: Service Strategy and Competitiveness 15
Chapter 6: Ethical Challenges in Service Management 19
PART II: BUILDING THE SERVICE SYSTEM
Chapter 7: Technology and Its Impact on Services and Their Management 23
Chapter 8: Design and Development of Services and Service Delivery Systems 27
Chapter 9: Supply Chains in Services and Their Management 31
Chapter 10: Locating Facilities and Designing Their Layout 33
PART III: OPERATING THE SERVICE SYSTEM
Chapter 11: Managing Demand and Supply in Services 43
Chapter 11 Supplement: Queuing and Simulation 47
Chapter 12: Service Quality and Continuous Improvement 55
Chapter 12 Supplement: Tools and Techniques of Total Quality Management 57
Chapter 13: Service Productivity and Measurement of Performance 61
Chapter 14: Management of Public and Private Nonprofit Service Organizations 67
PART IV: TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS
Chapter 15: Forecasting Demand for Services 71
Chapter 16: Vehicle Routing and Scheduling 81
Chapter 17: Project Management 87
Chapter 18: Linear and Goal Programming Applications for Services 95
Chapter 19: Service Inventory Systems 105
Appendix A: Areas Under the Standard Normal Curve 109
Appendix B: Answers to Selected Problems 113