Service Management: Operations, Strategy, Information Technology ISE

Name: Service Management: Operations, Strategy, Information Technology ISE
Price: 5100 ISK
Availability: InStock
Author: Sanjeev Bordoloi; James Fitzsimmons; Mona Fitzsimmons
ISBN: 9781266159497

Höfundar: Sanjeev Bordoloi; James Fitzsimmons; Mona Fitzsimmons (Útgáfa: 11)

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Transform your service management courses with Service Management: Operations, Strategy, Information Technology. Designed to address the growing demand for service-focused content, this market-leading title delivers up-to-date real-world coverage, engaging case studies, and tools tailored to both elective and introductory operations management courses. With features like interactive exercises, solved problems, and integrated Connect offerings, it empowers instructors to provide students with a competitive edge in understanding service industries.

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Útgefandi: McGraw-Hill Higher Education (International)

ISBN: 9781266159497

Print ISBN: 9781266112621

Format: ePub

Útgáfa: 11

Höfundar: Sanjeev Bordoloi; James Fitzsimmons; Mona Fitzsimmons

Tungumál: English

Útgefið: 2026-01-13

Prent takmörkun á líftíma: 100

Prent takmörkun: 2

Afritunar takmörkun: 2

Flokkar: Viðskiptafræði

Efnisflokkar: Viðskipti og hagfræði › Stjórnun

Kaflar

Table of Contents and Preface
Cover Page
Title
Copyright
Dedication
About the Authors
Preface
Key Updates in the 2026 Release
Overview of the Book
Supplemental Features
INSTRUCTOR LIBRARY
Proctorio Remote Proctoring & Browser-Locking Capabilities
ReadAnywhere® App
Online Learning Consortium-Aligned Courses Implementing High-Quality Instruction and Assessment through Preconfigured Courseware
Test Builder in McGraw Hill Connect®
Writing Assignment
Application-Based Activities in McGraw Hill Connect®
Polling
Evergreen™
Create® Your Book, Your Way
Education for All
ASSURANCE OF LEARNING
MCGRAW HILL CUSTOMER CARE CONTACT INFORMATION
Connect Features
Brief Contents
Contents
Chapter 1: The Service Economy
Part 1: Understanding Services
Introduction
Chapter Preview
Service Definitions
Facilitating Role of Services in an Economy
Servitization of Manufacturing
Economic Evolution
Stages of Economic Development
Preindustrial Society
Industrial Society
Postindustrial Society
Nature of the Service Sector
The Impact of COVID-19 on Services
The Impact of Artificial Intelligence (AI) on Employment3
The Experience Economy
Consumer Service Experience
Business Service Experience
Service-Dominant Logic
Distinctive Characteristics of Service Operations
Customer Participation
Simultaneity
Perishability
Intangibility
Heterogeneity
Nontransferable Ownership5
The Service Package
Grouping Services by Delivery Process
Open-Systems View of Service Operations Management
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Selected Bibliography
Endnotes
Chapter 2: Service Strategy
Introduction
Chapter Preview
The Strategic Service Vision
Understanding the Competitive Environment of Services
Competitive Service Strategies
Overall Cost Leadership
Differentiation
Focus
Strategic Analysis
Porter’s Five Forces Analysis3
SWOT Analysis: Strengths, Weaknesses, Opportunities, Threats
Winning Customers in the Marketplace
Competitive Service Criteria
The Service Purchase Decision
Competitive Role of Information in Services
Customer Retention
Revenue Management
Database Asset
Productivity Enhancement
Using Information to Categorize Customers
The Virtual Value Chain
First Stage (New Processes)
Second Stage (New Knowledge)
Third Stage (New Products)
Fourth Stage (New Relationships)
Data Analytics in Services
The Internet of Things (IoT)
Economics of Scalability
Sustainability in Services
Triple Bottom Line (TBL)
Socio-Economic Implications of COVID-19
Stages in Service Firm Competitiveness
Available for Service
Journeyman
Distinctive Competence Achieved
World-Class Service Delivery
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Selected Bibliography
Endnotes
Chapter 3: New Service Development
Part 2: Designing the Service Enterprise
Introduction
Chapter Preview
Sources of Service Sector Growth
Information Technology
The Internet as a Service Enabler
Changing Demographics
Artificial Intelligence Applications in Service Delivery
Innovation in Services
Challenges of Adopting New Technology in Services
Readiness to Embrace New Technology6
Blockchain—a Radical Innovation7
New Service Development
Service Design Elements
Service Blueprinting
Strategic Positioning through Process Structure
Taxonomy for Service Process Design
Degree of Divergence
Object of the Service Process
Type of Customer Contact
Generic Approaches to Service System Design
Production-Line Approach
Customer as Coproducer
Customer Contact Approach
Information Empowerment
Intellectual Property
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Selected Bibliography
Endnotes
Chapter 4: The Service Encounter
Introduction
Chapter Preview
Technology in the Service Encounter
The Emergence of Self-Service
The Service Encounter Triad
Encounter Dominated by the Service Organization
Contact Personnel–Dominated Encounter
Customer-Dominated Encounter
The Service Organization
Culture
Empowerment
Control Systems
Customer Relationship Management
Contact Personnel
Selection
Training
Creating an Ethical Climate
The Customer
Expectations and Attitudes
The Role of Scripts in Coproduction
Customer Behavior Changes Following COVID-19
Creating a Customer Service Orientation
Service Profit Chain
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Selected Bibliography
Endnotes
Chapter 5: Supporting Facility and Process Flows
Introduction
Chapter Preview
Environmental Psychology and Orientation
Servicescapes
Behaviors in Servicescapes
Environmental Dimensions of Servicescapes
Facility Design
Nature and Objectives of Service Organizations
Land Availability and Space Requirements
Flexibility
Security
Aesthetic Factors
The Community and Environment
Process Analysis
Types of Processes
Flowcharting
Gantt Chart
Process Terminology
Facility Layout
Process-flow Layout and the Work Allocation Problem
Theory of Constraints (TOC) in Service Industry
Customer-centric Layout and the Relative Location Problem
The Office Post COVID-19
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Solved Problems
Problem Statement
Solution
Problem Statement
Solution
Problem Statement
Solution
Exercises
Selected Bibliography
Endnotes
Chapter 6: Service Quality
Introduction
Chapter Preview
Defining Service Quality
Dimensions of Service Quality
Gaps in Service Quality
Measuring Service Quality
SERVQUAL3
Walk-through Audit
Quality Service by Design
Incorporation of Quality in the Service Package
Poka-Yoke (Failsafing)
Quality Function Deployment
Achieving Service Quality
Cost of Quality
Statistical Process Control
Unconditional Service Guarantee9
Service Recovery
Approaches to Service Recovery10
Complaint Handling Policy11
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Solved Problems
Problem Statement
Solution
Problem Statement
Exercises
Selected Bibliography
Endnotes
Chapter 7: Process Improvement
Introduction
Chapter Preview
Quality and Productivity Improvement Process
Foundations of Continuous Improvement
Plan-Do-Study-Act (PDSA) Cycle2
Problem Solving
Quality Tools for Analysis and Problem Solving
Check Sheet
Run Chart
Histogram
Pareto Chart
Flowchart
Cause-and-Effect Diagram
Scatter Diagram
Control Chart
Benchmarking
Improvement Programs
Deming’s 14-Point Program
ISO 9001
Six Sigma
Agile and Lean Management in the Service Industry
Lean Service
Rethinking Lean Service after COVID-19
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Exercises
Selected Bibliography
Endnotes
Chapter 8: Service Facility Location
Introduction
Chapter Preview
Strategic Location Considerations
Competitive Clustering
Saturation Marketing
Marketing Intermediaries
Substitution of Communication for Travel
Separation of Front from Back Office
Impact of the Internet on Service Location
Site Considerations
Geographic Information Systems
Facility Location Modeling Considerations
Geographic Representation
Number of Facilities
Optimization Criteria
Facility Location Techniques
Cross-Median Approach for a Single Facility
Huff Model for a Retail Outlet
Location Set Covering for Multiple Facilities
Regression Analysis in Location Decisions
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Solved Problems
Problem Statement
Solution
Problem Statement
Solution
Exercises
Selected Bibliography
Endnotes
Chapter 9: Service Supply Relationships
Part 3: Managing Service Operations
Introduction
Chapter Preview
Supply Chain Management
Network Model
Managing Uncertainty
Omnichannel Supply Chain
Impact of COVID-19 on Supply Chain Design
Service Supply Relationships
Customer–Supplier Duality
Service Supply Relationships Are Hubs, Not Chains
Managing Service Relationships
Bidirectional Optimization
Productive Capacity
Perishability
Social Media in Services
Social Media as a Competitive Strategy
Social Media and Customer Convenience
Social Media for Organizing and Co-creation of Value
Professional Service Firms
Attributes of Professional Services
Service Consulting
Operational Characteristics
Outsourcing Services
Benefits and Risks of Outsourcing Services
Classification of Business Services
Service Outsourcing Considerations
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Selected Bibliography
Endnotes
Chapter 10: Globalization of Services
Introduction
Chapter Preview
Domestic Growth and Expansion Strategies
Focused Service
Focused Network
Clustered Service
Diversified Network
Franchising
The Nature of Franchising
Benefits to the Franchisee
Issues for the Franchiser
Globalization of Services
The Nature of a Borderless World3
Generic International Strategies
Global Service Strategies
Multicountry Expansion
Importing Customers
Following Your Customers
Service Offshoring
Beating the Clock
Planning Transnational Operations
Cultural Transferability
Labor Market Norms
Host-Government Policy
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Selected Bibliography
Endnotes
Chapter 11: Managing Capacity and Demand
Introduction
Chapter Preview
Generic Strategies of Level Capacity or Chase Demand
Strategies for Managing Demand
Customer-Induced Variability1
Segmenting Demand
Offering Price Incentives
Promoting Off-Peak Demand
Developing Complementary Services
Reservation Systems and Overbooking
Strategies for Managing Capacity
Defining Service Capacity
Daily Workshift Scheduling
Weekly Workshift Scheduling with Days-Off Constraint
Increasing Customer Participation
Creating Adjustable Capacity
Sharing Capacity
Cross-Training Employees
Using Part-Time Employees
Yield Management
Yield Management Applications
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Solved Problems
Problem Statement
Solution
Problem Statement
Solution
Problem Statement
Solution
Exercises
Selected Bibliography
Endnotes
Chapter 12: Managing Waiting Lines
Introduction
Chapter Preview
The Economics of Waiting
Queuing Systems
Strategies for Managing Customer Waiting
The Psychology of Waiting
That Old Empty Feeling
A Foot in the Door
The Light at the End of the Tunnel
Excuse Me, but I Was Next
Essential Features of Queuing Systems
Calling Population
Arrival Process
Queue Configuration
Queue Discipline
Service Process
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Solved Problems
Problem Statement
Solution
Exercises
Selected Bibliography
Endnotes
Chapter 13: Capacity Planning and Queuing Models
Introduction
Chapter Preview
Capacity Planning
Strategic Role of Capacity Decisions
Analytical Queuing Models
Relationships among System Characteristics
Standard M/M/1 Model
Standard M/M/c Model
M/G/1 Model
General Self-Service M/G/∞ Model
Finite-Queue M/M/1 Model
Finite-Queue M/M/c Model
Capacity Planning Criteria
Average Customer Waiting Time
Probability of Excessive Waiting
Minimizing the Sum of Customer Waiting Costs and Service Costs
Probability of Sales Lost Because of Inadequate Waiting Area
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Solved Problems
Problem Statement
Solution
Solution
Solution
Problem Statement
Solution
Solution
Solution
Exercises
Chapter 13 Supplement
Systems Simulation
Simulation Methodology
Monte Carlo Simulation
Generating Random Variables
Discrete-Event Simulation
Process Simulator by ProModel
Automobile Driver’s License Office Revisited
Solved Problems
Problem Statement
Solution
Problem Statement
Solution
Exercises
Selected Bibliography
Endnotes
Chapter 14: Forecasting Demand for Services
Part 4: Quantitative Models for Service Management
Introduction
Chapter Preview
Challenges of Forecasting Service Demand
The Choice of Forecasting Method
Subjective Models
Delphi Method
Cross-Impact Analysis
Historical Analogy
Market Research
Causal Models
Regression Models
Econometric Models
Time Series Models
N-Period Moving Average
Simple Exponential Smoothing
Forecast Error
Relationship between α and N
Exponential Smoothing with Trend Adjustment
Exponential Smoothing with Seasonal Adjustment
Exponential Smoothing with Trend and Seasonal Adjustments
Summary of Exponential Smoothing
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Solved Problems
Problem Statement
Solution
Problem Statement
Solution
Problem Statement
Solution
Exercises
Selected Bibliography
Endnotes
Chapter 15: Managing Service Inventory
Introduction
Chapter Preview
Inventory Theory
Role of Inventory in Services
Characteristics of Inventory Systems
Relevant Costs of an Inventory System
Order Quantity Models
Economic Order Quantity
Inventory Model with Quantity Discounts
Inventory Model with Planned Shortages
Inventory Management under Uncertainty
Inventory Control Systems
Continuous Review System
Periodic Review System
The ABCs of Inventory Control
Radio Frequency Identification
Single-Period Model for Perishable Goods
Expected Value Analysis
Marginal Analysis
Retail Discounting Model
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Solved Problems
Problem Statement
Solution
Problem Statement
Solution
Problem Statement
Solution
Exercises
Selected Bibliography
Endnotes
Chapter 16: Managing Service Projects
Introduction
Chapter Preview
The Nature of Project Management
Characteristics of Projects
Project Management Process
Selecting the Project Manager
Building the Project Team
Principles of Effective Project Management
Techniques for Project Management
Gantt Project Charts
A Critique of Gantt Charts
Constructing a Project Network
Critical Path Method
Microsoft Project Analysis
Resource Constraints
Activity Crashing
Incorporating Uncertainty in Activity Times
Estimating Activity Duration Distributions
Project Completion Time Distribution
A Critique of the Project Completion Time Analysis
Problems with Implementing Critical Path Analysis
Monitoring Projects
Earned Value Chart
Project Termination
Project History Report
Summary
Key Terms and Definitions
Topics for Discussion
Interactive Exercise
Solved Problems
Problem Statement
Solution
Problem Statement
Solution
Problem Statement
Solution
Exercises
Selected Bibliography
Endnote
Appendix
Appendix A
Appendix B
Appendix C
Appendix D
Definition of Symbols
I. Standard M/M/1 Model (0 < ρ < 1.0)
II. Standard M/M/c Model (0 < ρ < c)
III. Standard M/G/1 Model (V(t) = service time variance)
IV. Self-Service M/G/∞ Model (e = 2.718, the base of natural logarithms)
V. Finite-Queue M/M/1 Model
VI. Finite-Queue M/M/c Model
Name Index
Name Index
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z
Subject Index
Subject Index
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z
Additional Student Resources
Additional Student Resources
Accessibility Content: Text Alternatives for Images
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