Contents
Part I: Understanding Services
1 The Important Role Services Play in an Economy
2 The Nature of Services and Service Encounters
3 Customers: The Focus of Service Management
5 Service Strategy and Competitiveness
6 Ethical Challenges in Service Management
Part II: Building the Service System
7 Technology and its Impact on Services and Their Management
8 Design and Development of Services and Service Delivery Systems
9 Supply Chains in Services and Their Management
10 Locating Facilities and Designing Their Layout
Part III: Operating the Service System
11 Managing Demand and Supply in Services
11 Supplement Queuing and Simulation
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