Balancing conceptual and applied coverage of all aspects of the management and operation of services, the seventh edition of Service Management: Operations, Strategy, Information Technology remains the most comprehensive and widely used introduction to service operations on the market. This edition is designed to develop students' skills in both strategic and operational issues pertaining to services.

Key Features:

In Chapter 2, The Nature of Services, a new section on Service-Dominant Logic has been added. It is a service-centered alternative to the goods-centered paradigm for describing economic exchange and value creation, the foundation of a new field of study championed by IBM called Service Science, Management and Engineering (SSME).
A new section has been added to Chapter 3, Service Strategy, on the topic of Porter's Five Forces Model and SWOT analysis.
In Chapter 8, Process Improvement, the discussion of Six-Sigma has been expanded to include the topic of "process capability." A section on Lean Service has also been added. A new case, Senora County Sheriff and several end-of-chapter exercises have been added.
In Chapter 11, Managing Capacity and Demand, strategies for managing customer-induced variability using either accommodation or reduction is explored. The economic foundation for yield management is illustrated using as an example airline pricing for a coach seat on a cross country flight.
Table of Contents:

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: Supporting Facility and Process Flows
Chapter 8: Process Improvement
Chapter 9: The Service Encounter
Chapter 10: Service Facility Location
Part III: Managing Service Operations

Chapter 11: Managing Capacity and Demand
Chapter 12: Managing Waiting Lines
Chapter 13: Service Supply Relationships
Chapter 14: Growth and Globalization of Services
Chapter 15: Managing Projects
Part IV: Quantitative Models for Service Management

Chapter 16: Capacity Planning and Queuing Models (Computer Simulation)
Chapter 17: Forecasting Demand for Services
Chapter 18: Managing Service Inventory
Appendices:

Areas of a Standard Normal Distribution
Uniformly Distributed Random Numbers [0,1]
Values of Lq for the M/M/c Queuing Model
Equations for Selected Queuing Models
Index