	Service Management Third Edition

Table Of Contents

Service Management Third Edition

Table Of Contents

PART ONE

Understanding Services

1. THE ROLE OF SERVICES IN AN ECONOMY

2. THE NATURE OF SERVICES

3. SERVICE QUALITY

4. SERVICE STRATEGY

PART TWO

Designing the Service Enterprise

5. NEW SERVICE DEVELOPMENT AND PROCESS DESIGN

6. THE SUPPORTING FACILITY

7. SERVICE FACILITY LOCATION

8. THE SERVICE ENCOUNTER

9. INTERNET SERVICE

PART THREE

Managing Service Operations

10. FORECASTING DEMAND FOR SERVICES

11. MANAGING WAITING LINES

12. QUEUING MODELS AND CAPACITY PLANNING

13. MANAGING CAPACITY AND DEMAND

14. MANAGING FACILITATING GOODS

15. SERVICE SUPPLY CHAIN MANAGEMENT

16. MANAGING SERVICE PROJECTS

17. LINEAR PROGRAMMING APPLICATIONS IN SERVICES

PART FOUR

Toward World-Class Service

18. PRODUCTIVITY AND QUALITY IMPROVEMENT

19. GROWTH AND EXPANSION

Appendix A Areas of a Standard Normal Distribution

Appendix B Uniformly Distributed Random Numbers [0,1]

Appendix C Values of L_q for the M/M/c Queuing Model

Appendix D Equations for Selected Queuing Models

Index