Service Management: An Integrated Approach To Supply Chain Management And Operations

Preface -- Understanding Services -- The Important Role Services Play In An Economy -- The Nature Of Services And Service Encounters -- Customers: The Focus Of Service Management -- Globalization Of Services -- Service Strategy And Competitiveness -- Ethical Challenges In Service Management -- Building The Service System -- Technology And Its Impact On Services And Their Management -- Design And Development Of Services And Service Delivery Systems -- Supply Chains In Services And Their Management -- Locating Facilities And Designing Their Layout -- Operating The Service System -- Managing Demand And Supply In Services -- Supplement Queuing And Simulation -- Service Quality And Continuous Improvement -- Supplement Tools And Techniques Of Total Quality Management -- Service Productivity And Measurement Of Performance -- Management Of Public And Private Nonprofit Service Organizations -- Tools And Techniques For Managing Service Operations -- Forecasting Demand For Services -- Vehicle Routing And Scheduling -- Project Management -- Linear And Goal Programming Applications For Services -- Service Inventory Systems -- Appendix Areas Under The Standard Normal Curve. Cengiz Haksever, Barry Render. Includes Bibliographical References And Index.