PART ONE: Understanding Services
1 The Service Economy
2 Service Strategy
PART TWO: Designing the Service Enterprise
3 New Service Development
4 The Service Encounter
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
PART THREE: Managing Service Operations
9 Service Supply Relationships
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR: Quantitative Models for Service Management
14 Forecasting Demand for Services
15 Managing Service Inventory
16 Managing Service Projects
APPENDIX
A Areas of Standard Normal Distribution
B Uniformly Distributed Random Numbers [0, 1]
C Values of Lq for the M/M/c Queuing Model
D Equations for Selected Queuing Models
NAME INDEX
SUBJECT INDEX

Learning about the growing field of service operations management requires a textbook that embraces all service industries and addresses the most recent trends. The ninth edition of this text continues to acknowledge and emphasize the essential nature of service management. It maintains the engaging literary style of the prior editions and makes extensive use of examples. Emphasis is focused on the necessity for constant improvement in quality and productivity to effectively compete in a global environment.
This book is divided into four parts based on the authors’ research and consulting experiences. Each chapter includes a preview, closing summary, key terms and definitions, service benchmark, topics for discussion, an interactive exercise, solved problems and exercises, and cases