Table of Contents
Preface vii
Part I Understanding Services 1
Chapter 1 The Important Role Services Play in an Economy 3
Chapter 2 The Nature of Services and Service Encounters 23
Chapter 3 Customers: The Focus of Service Management 55
Chapter 4 Globalization of Services 77
Chapter 5 Service Strategy and Competitiveness 97
Chapter 6 Ethical Challenges in Service Management 129
Part II Building the Service System 149
Chapter 7 Technology and Its Impact on Services and Their Management 151
Chapter 8 Design and Development of Services and Service Delivery Systems 181
Chapter 9 Supply Chains in Manufacturing and Services and Their Management 229
Chapter 10 Locating Facilities and Designing Their Layout 257
Part III Operating the Service System 305
Chapter 11 Manageing Demand and Supply in Services 307
Chapter 11 (Supplement) Queuing and Simulation 331
Chapter 12 Service Quality and Continuous Improvement 353
Chapter 12 (Supplement) Tools and Techniques of Total Quality Management 385
Chapter 13 Service Productivity and Measurement of Performance 411
Chapter 14 Management of Public and Private Non-profit Service Organizations 459
Part IV Tools and Techniques for Managing Service Operations 487
Chapter 15 Forecasting Demand for Services 489
Chapter 16 Vehicle Routing and Scheduling 531
Chapter 17 Project Management 561
Chapter 18 Linear and Goal Programming 593
Chapter 19 Service Inventory Systems 637
Appendix A Areas Under the Standard Normal Curve 663
Index 667
