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

Includes index.

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

Bordoloi's Service Management 10e contains extensive coverage of the impacts of COVID-19 including the service innovation and progress experienced by a global pandemic. Written in an engaging literary style, based on research and consulting experience of authors, it focuses on service for competitive advantage and integrates technology, operations, and human behavior and the need for continuous quality improvement to be effective in a global environment. This edition continues to acknowledge and emphasize the essential uniqueness of service management. The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. The integration of technology, operations, and human behavior is recognized as central to effective service management. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. Each chapter begins with a vignette of a well-known company to motivate the reader and illustrate the strategic nature of the topic to be covered. Each chapter has a preview, a closing summary, key terms and definitions, a service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.