| Description |
1 online resource (1 volume) : illustrations |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
The important role services play in an economy -- The nature of services and service encounters -- Customers : the focus of service management -- Globalization of services -- Service strategy and competitiveness -- Ethical challenges in service management -- Technology and its impact on services and their management -- Design and development of services and service delivery systems -- Supply chains in services and their management -- Locating facilities and designing their layout -- Managing demand and supply in services -- Supplement : queuing and simulation -- Service quality and continuous improvement -- Supplement : tools and techniques of total quality management -- Service productivity and measurement of performance -- Management of public and private nonprofit service organizations -- Forecasting demand for services -- Vehicle routing and scheduling -- Project management -- Linear and goal programming applications for services -- Service inventory systems. |
| Summary |
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 Management contains 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 Management will 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. |
| Subject |
Service industries -- Management.
|
|
Business logistics.
|
|
Services (Industrie) -- Gestion. |
|
Logistique (Organisation) |
|
Business logistics |
|
Service industries -- Management |
| Added Author |
Render, Barry.
|
| Other Form: |
Print version: Haksever, Cengiz. Service management. Indianapolis : FT Press, 2013 9780133088779 (DLC) 2013001438 (OCoLC)816028677 |
| ISBN |
9780133088816 |
|
0133088812 |
|
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