Service Management ISE
9th Edición
126028915X
·
9781260289152
© 2019 | Published: January 2, 2018
The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distincti…
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PART ONE Understanding Services1 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
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
The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.