The most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject.
Table of contents:
Chapter 1. The Role of Services in an Economy Chapter 2. The Nature of Services Chapter 3. Service Strategy Chapter 4. New Service Development Chapter 5. Technology in Services Chapter 6. Service Quality Chapter 7. The Service Encounter Chapter 8. The Supporting Facility Chapter 9. Service Facility Location Chapter 10. Managing Service Projects Chapter 11. Forecasting Demand for Services Chapter 12. Managing Capacity and Demand Chapter 13. Managing Waiting Lines Chapter 14. Capacity Planning and Queuing Models Chapter 15. Managing Service Supply Relationships Chapter 16. Managing Facilitating Goods Chapter 17. Growth and Globalization of Services
Table of contents:
Chapter 1. The Role of Services in an Economy Chapter 2. The Nature of Services Chapter 3. Service Strategy Chapter 4. New Service Development Chapter 5. Technology in Services Chapter 6. Service Quality Chapter 7. The Service Encounter Chapter 8. The Supporting Facility Chapter 9. Service Facility Location Chapter 10. Managing Service Projects Chapter 11. Forecasting Demand for Services Chapter 12. Managing Capacity and Demand Chapter 13. Managing Waiting Lines Chapter 14. Capacity Planning and Queuing Models Chapter 15. Managing Service Supply Relationships Chapter 16. Managing Facilitating Goods Chapter 17. Growth and Globalization of Services