Table of Contents :

CLASSIFICATION AND STRATEGY

* Strategy is different in service businessess by Dan R.E. Thomas

* Where does the customer fit in a service operation by Richard B. Chase

THE SERVICE DELIVERY SYSTEM

* Production-line approach to service by Theodore Levitt

* The industrialization of service by Theodore Levitt

* match supply and demand in servoce industries by W. earl sasser

* The new back office focuses on customer service by Richard J. Matteis

* Look to consumers to increase productivity by Christopher H. Lovelock and Robert F. Young

MOTIVATION, CONTROL, AND ORGANIZATION

* Cost accounting comes to service industries by John Deardon

* Cost control for the professional service firm by Howard E. McDonald and T.L. Stromberger

* Quality control in a service business by G.M. Hostage

* Case of Big Mac's pay plans by W. earl sasser and Samuel H. Pettway

* Visible management at United Airlines by Edward E. Carlson