Service Management is the best-selling text in this market and includes compelling and current examples from the field of technology.



The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.



- New Coverage of Internet and E-commerce Services - Keeping abreast of the current boom in Internet-based services, the authors have added a new chapter focusing on e-commerce and its correlation to the service industry. Examination of Internet services is highlighted by such topics as the design and delivery of electronic services, the electronic service product structure and process structure. Chapter cases emphasize the real-world application of this evolving discipline.

? New chapter on Services and the Supply Chain - Acknowledging the importance of discussing services within the overall context of the supply chain, the authors have added a new chapter on the subject. Both the movement of goods to the customer (logistics) and the movement of service providers (distributive workforce) to the customer are covered, addressing such important topics as supplier relationships, alliances, and partnerships within the context of modern purchasing. Contributions of information technology are highlighted throughout, offering students the most comprehensive and up-to-date information on how services operates with respect to supply chain concerns and how technology contributes to the operation.

? New Coverage of Simulation Tied to Service Models - The inclusion of the Service Model Simulation Software is accentuated in this new chapter supplement on "Computer Simulation". The process of systems simulation is defined then explored through examples and exercises utilizing Service Model Software.

? Updated Software coverage of "Services and Information Technology" - In addition to updating and thoroughly revising the chapter on "Information Technology", relevant material on the subject has now been integrated appropriately in all chapters of the book. Wherever a discussion of information technology occurs within the narrative, the reader is alerted to the fact by means of an icon placed in the margin. In this way, the important link between services and technology is made immediately apparent and accessible to students.

? Improved organization of Quantitative Material - In response to reviewers' suggestions, the quantitative material, previously included as a separate section in the back of the book, is now integrated into the narrative. Simplified quantitative supplements corresponding to and complementing the descriptive material are now placed directly following applicable chapters. This arrangement leads to a clearer understanding on the part of students by encouraging them to examine concepts and applications together.



CONTENTS

Part I Understanding Services

1. The Role of Services and the Economy

2. The Nature of Services

3. Service Quality

4. Service Strategy



Part II Designing the Service Enterprise

5. New Service Development and Process Design

6. The Supporting Facility

7. Service Facility Location

8. The Service Encounter



CHAPTER Supplement: Work Measurement

9. Internet Service



Part III Managing Service Operations

10. Forecasting Demand for Services

11. Managing Waiting Lines



CHAPTER Supplement: Computer Simulation

12. Capacity Planning

13. Managing Capacity and Demand

14. Managing Facilitating Goods

15. Service and Supply Chain Management



CHAPTER Supplement: Vehicle Routing

16. Managing Service Projects

17. Linear Programming Applications in Services



Part IV Toward World-Class Service

18. Quality and Productivity Improvement



CHAPTER Supplement: Data Envelopment Analysis (DEA)

19. Growth and Global Expansion



Appendix A: Areas of a Standard Normal Distribution

Appendix B: Uniformly Distributed Random Numbers [0,1]

Appendix C: Values for Lq for the M/M/c Queuing Model

Appendix D: Equations for Selected Queuing Models