Service Management, 4/e by James and Mona Fitzsimmons is the best-selling text in this market and includes fantastic and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management, 4/e also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.

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Part I Understanding Services Chapter 1. The Role of Services in an Economy Chapter 2. The Nature of Services Chapter 3. Service Strategy

Part II Designing the Service Enterprise Chapter 4. New Service Development Chapter 5. The Service Encounter Chapter 6. Service Quality Chapter 7. E-Service Chapter 8. Service Facility Location Chapter 9. The Supporting Facility

Part III Managing Service Operations Chapter 10. Managing Supply and Demand Chapter 11. Managing Waiting Lines Chapter 12. Managing Service Supply Relationships Chapter 13. Managing Facilitating Goods Chapter 14. Managing Projects

Part IV Toward World-Class Service Chapter 15. Quality and Productivity Improvement Chapter 16. Growth and Globalization of Services

Part V Quantitative Models for Service Management Chapter 17. Forecasting Demand for Services Chapter 18. Queuing Models and Capacity Planning

Appendix A Areas of a Standard Normal Distribution

Appendix B Uniformly Distributed Random Numbers [0,1]

Appendix C Values of Lq for the M/M/c Queuing Models

Appendix D Equations for Selected Queuing Models