Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.

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 The Service Encounter
Chapter. 8 The Supporting Facility
Chapter. 9 Service Facility Location
Chapter. 10 Managing Projects

Part III: STRUCTURING MANAGING SERVICE OPERATIONS
Chapter. 11 Forecasting Demand for Services
Chapter. 12 Managing Capacity and Demand
Chapter. 13 Managing Waiting Lines
Chapter. 14 Capacity Planning and Queuing Models
Chapter. 15 Service Supply Relationships
Chapter 16 Managing Facilitating Goods
Chapter 17 Growth and Globalization of Services
Appendix A:AREAS OF A STANDARD NORMAL DISTRIBUTION
Appendix B:UNIFORMLY DISTRIBUTED RANDOM NUMBERS[0,1]
Appendix AC:VALUES OF LA FOR THE AM/AM/ac QUEUING MODEL
Appendix D:EQUATIONS FOR SELECTED QUEUING MODELS

Includes bibliographical references and indexes.