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The purpose of this book is to provide cutting-edge information on
service management such as the role services play in an economy,
service strategy, ethical issues in services and service supply
chains. It also covers basic topics of operations management
including linear and goal programming, project management,
inventory management and forecasting.This book takes a
multidisciplinary approach to services and operational management
challenges; it draws upon the theory and practice in many fields of
study such as economics, management science, statistics,
psychology, sociology, ethics and technology, to name a few. It
contains chapters most textbooks do not include, such as ethics,
management of public and non-profit service organizations,
productivity and measurement of performance, routing and scheduling
of service vehicles.An Instructor's Solutions Manual is available
upon request for all instructors who adopt this book as a course
text. Please send your request to [email protected].
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
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