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1 The Service EconomyPART TWO Designing the Service Enterprise
2 Service Strategy
3 New Service DevelopmentPART THREE Managing Service Operations
4 The Service Encounter
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
- Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
9 Service Supply RelationshipsPART FOUR Quantitative Models for Service Management
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
13 Capacity Planning and Queuing Models
- Supplement: Computer Simulation
14 Forecasting Demand for Services
15 Managing Service Inventory
16 Managing Service Projects
