The best-selling and universally trusted eBook, Service Management: Operations, Strategy, Information Technology 8th edition (PDF) continues to acknowledge and emphasize the essential uniqueness of service management. The etextbook is organized in 4 parts:
Part 1: Understanding Services which provides a historical context as well as distinguishes the distinctive characteristics of service operations;
Part 2: Designing the Service Enterprise which covers designing the service enterprise to support the competitive strategy;
Part 3: Managing Service Operations that details topics such as Waiting Lines, Managing Capacity Demand and Service Supply Relationships and;
Part 4: Quantitative Models for Service Management that addresses forecasting and managing service inventory
P.S we also have Service Management: Operations, Strategy, Information Technology 8th edition testbank, instructor manual and other resources for sale. Contact for more info.