Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on Professional Service Firms highlights IBM’s initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and the Mortgage Service Game.

Table of Contents

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: Process Improvement (DEA supplement)
Chapter 8: The Service Encounter
Chapter 9: Supporting Facility and Process Flows
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
Chapter 16: Capacity Planning and Queuing Models (Computer Simulation)
Chapter 17: Forecasting Demand for Services
Chapter 18: Managing Facilitating Goods
Appendices:
Areas of a Standard Normal Distribution
Uniformly Distributed Random Numbers [0,1]
Values of Lq for the M/M/c Queuing Model
Equations for Selected Queuing Models