Service Management: Operations, Strategy, Information Technology

PART I: Understanding Services Chapter 1: The Role of Services in an Economy Chapter 2: The Nature of Services Chapter 3: Service Strategy PART II: Designing the Service Enterprise Chapter 4: New Service Development Chapter 5: Technology in Services Chapter 6: Service Quality Chapter 7: Supporting Facility and Process Flows Chapter 8: Process Improvement Chapter 9: The Service Encounter Chapter 10: Service Facility Location PART III: Managing Service Operations Chapter 11: Managing Capacity and Demand Chapter 12: Managing Waiting Lines Chapter 13: Service Supply Relationships Chapter 14: Growth and Globalization of Services Chapter 15: Managing Projects PART IV: Quantitative Models for Service Management…