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Service Management: Operations, Strategy, Information Technology: 2026 Release ISE

1265369690 · 9781265369699
Transform your service management courses with Service Management: Operations, Strategy, Information Technology. Designed to address the growing demand for service-focused content, this market-leading title delivers up-to-date real-world coverage, en… Read More
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PART ONE: UNDERSTANDING SERVICES
1. The Service Economy
2. Service Strategy


PART TWO: DESIGNING THE SERVICE ENTERPRISE
3. New Service Development
4. The Service Encounter
5. Supporting Facility and Process Flows
6. Service Quality
7. Process Improvement Supplement: Data Envelopment Analysis (DEA)
8. Service Facility Location


PART THREE: MANAGING SERVICE OPERATIONS
9. Service Supply Relationships
10. Globalization of Services
11. Managing Capacity and Demand
12. Managing Waiting Lines
13. Capacity Planning and Queuing Models Supplement: Computer Simulation


PART FOUR: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
14. Forecasting Demand for Services
15. Managing Service Inventory
16. Managing Service Projects


APPENDIX
A. Areas of Standard Normal Distribution
B. Uniformly Distributed Random Numbers [0, 1]
C. Values of Lq for the M/M/c Queuing Model
D. Equations for Selected Queuing Models
Transform your service management courses with Service Management: Operations, Strategy, Information Technology. Designed to address the growing demand for service-focused content, this market-leading title delivers up-to-date real-world coverage, engaging case studies, and tools tailored to both elective and introductory operations management courses. With features like interactive exercises, solved problems, and integrated Connect offerings, it empowers instructors to provide students with a competitive edge in understanding service industries.
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