Service Management Operations, Strategy, and Information Technology

The role of services in an economy - The nature of services - Service quality - Service strategy - New service development and process design - The supporting facility - Service facility location - The service encounter - Internet service - Forecasting demand for services - Managing waiting lines - Queuing models and capacity planning - Managing capacity and demand - Managing facilitating goods - Service supply chain management Managing service projects - Linear programming applications in services - Productivity and quality improvement - Growth and expansion.