Understanding services
The important role services play in an economy
The nature of services and service encounters
Customers : the focus of service management
Globalization of services
Service strategy and competitiveness
Ethical challenges in service management
Building the service system
Technology and its impact on services and their management
Design and development of services and service delivery systems
Supply chains in manufacturing and services and their management
Locating facilities and designing their layout
Operating the service system
Managing demand and supply in services
(supplement) queuing and simulation
Service quality and continuous improvement
(supplement) tools and techniques of total quality management
Service productivity and measurement of performance
Management of public and private nonprofit service organizations
Tools and techniques for managing service operations
Forecasting demand for services
Vehicle routing and scheduling
Project management
Linear and goal programming
Service inventory systems
Appendix

The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting. This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles