(0) items

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
Service Management An Integrated Approach to Supply Chain Management and Operations,9780133088779
This item qualifies for

Your order must be $59 or more, you must select US Postal Service Shipping as your shipping preference, and the "Group my items into as few shipments as possible" option when you place your order.

Bulk sales, PO's, Marketplace Items, eBooks, Apparel, and DVDs not included.

Service Management An Integrated Approach to Supply Chain Management and Operations



by ;
Pub. Date:
FT Press
List Price: $89.99

Buy New Book

Currently Available, Usually Ships in 24-48 Hours



Rent Book

We're Sorry
Sold Out

Used Book

We're Sorry
Sold Out

More New and Used
from Private Sellers
Starting at $42.89

Questions About This Book?

What version or edition is this?

This is the 1st edition with a publication date of 6/11/2013.

What is included with this book?

  • The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any CDs, lab manuals, study guides, etc.
  • The eBook copy of this book is not guaranteed to include any supplemental materials. Typically only the book itself is included.


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 Managementcontains 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 Managementwill 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

Author Biography

CENGIZ HAKSEVER (Lawrenceville, NJ), Professor of Operations Management at Rider University, has published in several leading journals, including International Journal of Information and Management Sciences and European Journal of Operational Research. He co-authored Service Management and Operations.


BARRY RENDER (Winter Park, FL) is Charles Harwood Distinguished Professor of Management Science at the Roy E. Crummer Graduate School of Business, Rollins College. He has taught at GWU, BU, and George Mason, where he chaired the Decision Science Department. He has worked for GE, McDonnell Douglas, and NASA. His ten textbooks include Operations Management, Service Management, and Introduction to Management Science.

Table of Contents

1. The Important Role Services Play in an Economy

2. The Nature of Services and Service Encounters

3. Customers: the Focus of Service Management

4. Globalization of Services

5. Service Strategy and Competitiveness

6. Ethical Challenges in Service Management

7. Technology and Its Impact on Services and Their Management

8. Design and Development of Services and Service Delivery Systems

9. Service Supply Chains and Their Management

10. Locating Facilities and Designing Their Layout

11. Managing Demand and Supply in Services

11A. Supplement - Queuing and Simulation

12. Service Quality and Continuous Improvement

12A. Supplement - Tools and Techniques of Total Quality Management

13. Service Productivity and Measurement of Performance

14. Management of Public and Private Nonprofit Service Organizations

15. Forecasting Demand for Services

16. Vehicle Routing and Scheduling

17. Project Management

18. Linear and Goal Programming Applications for Services

19. Service Inventory Systems

Please wait while the item is added to your cart...