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Table of Contents
|The Role of Services in an Economy|
|The Nature of Services|
|Designing the Service Enterprise|
|New Service Development|
|Technology in Services|
|Supporting Facility and Process Flows|
|The Service Encounter|
|Service Facility Location|
|Managing Service Operations|
|Managing Capacity and Demand|
|Managing Waiting Lines|
|Service Supply Relationships|
|Growth and Globalization of Services|
|Quantitative Models for Service Management|
|Capacity Planning and Queuing Models (Computer Simulation)|
|Forecasting Demand for Services|
|Managing Facilitating Goods|
|Areas of a Standard Normal Distribution|
|Uniformly Distributed Random Numbers [0,1]|
|Values of Lq for the M/M/c Queuing Model|
|Equations for Selected Queuing Models|
|Table of Contents provided by Publisher. All Rights Reserved.|