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PART ONE UNDERSTANDING SERVICES
Chapter 1 The Service Economy
Chapter 2 Service Strategy

PART TWO DESIGNING THE SERVICE ENTERPRISE
Chapter 3 New Service Development
Chapter 4 The Service Encounter
Chapter 5 Supporting Facility and
Chapter 6 Service Quality
Chapter 7 Process Improvement
Chapter 7 Supplement: Data Envelopment Analysis (DEA)
Chapter 8 Service Facility Location

PART THREE MANAGING SERVICE OPERATIONS
Chapter 9 Service Supply Relationships
Chapter 10 Globalization of Services
Chapter 11 Managing Capacity and Demand
Chapter 12 Managing Waiting Lines
Chapter 13 Capacity Planning and

PART FOUR Quantitative Models for Service Management
Chapter 14 Forecasting Demand for Services
Chapter 15 Managing Service Inventory
Chapter 16 Managing Service Projects