Service Management An Integrated Approach to

Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Managementcontains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such as: Service SCM methods and approaches Focusing on customers and their service purchase behavior Service productivity Managing public and private nonprofit service organizations Vehicle routing and scheduling Ethical challenges to SCM Service Managementwill be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management

CENGIZ HAKSEVER (Lawrenceville, NJ), Professor of Operations Management at Rider University, has published in several leading journals, including International Journal of Information and Management Sciences and European Journal of Operational Research. He co-authored Service Management and Operations.

BARRY RENDER (Winter Park, FL) is Charles Harwood Distinguished Professor of Management Science at the Roy E. Crummer Graduate School of Business, Rollins College. He has taught at GWU, BU, and George Mason, where he chaired the Decision Science Department. He has worked for GE, McDonnell Douglas, and NASA. His ten textbooks include Operations Management, Service Management, and Introduction to Management Science.

1. The Important Role Services Play in an Economy

2. The Nature of Services and Service Encounters

3. Customers: the Focus of Service Management

4. Globalization of Services

5. Service Strategy and Competitiveness

6. Ethical Challenges in Service Management

7. Technology and Its Impact on Services and Their Management

8. Design and Development of Services and Service Delivery Systems

9. Service Supply Chains and Their Management

10. Locating Facilities and Designing Their Layout

11. Managing Demand and Supply in Services

11A. Supplement - Queuing and Simulation

12. Service Quality and Continuous Improvement

12A. Supplement - Tools and Techniques of Total Quality Management

13. Service Productivity and Measurement of Performance

14. Management of Public and Private Nonprofit Service Organizations

15. Forecasting Demand for Services

16. Vehicle Routing and Scheduling

17. Project Management

18. Linear and Goal Programming Applications for Services

19. Service Inventory Systems

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Service Management An Integrated Approach to Supply Chain Management and Operations

Summary

Author Biography

Table of Contents

Supplemental Materials