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The eighth 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.

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PART ONE: Understanding Services
Chapter 1: The Service Economy
Chapter 2: Service Strategy
PART TWO: Designing the Service Enterprise
Chapter 3: New Service Development
Chapter 4: The Service Encounter
Chapter 5: Supporting Facility and Process Flows
Chapter 6: Service Quality
Chapter 7: Process Improvement
Supplement: Data Envelopment Analysis (DEA) 205
Chapter 8: Service Facility Location
PART THREE: Managing Service Operations
Chapter 9: Service Supply Relationships
Chapter 10: Globalization of Services
Chapter 11: Managing Capacity and Demand
Chapter 12: Managing Waiting Lines
Chapter 13: Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR: Quantitative Models for Service Management
Chapter 14: Forecasting Demand for Services
Chapter 15: Managing Service Inventory
Chapter 16: Managing Service Projects
APPENDIX
Appendix A: Areas of Standard Normal Distribution
Appendix B: Uniformly Distributed Random Numbers [0, 1]
Appendix C: Values of Lq for the M/M/c Queuing Model
Appendix D: Equations for Selected Queuing Models
NAME INDEX
SUBJECT INDEX

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