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