Service Management, Student Workbook An Integrated Approach to Supply Chain Management and Operations

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

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.