Chapter 1: The Role of Services in an EconomyPage 15:
Topics for Discussion
Page 16:
Topics for Discussion
Chapter 2: The Nature of ServicesPage 33:
Topics for Discussion
Page 34:
Case Questions
Page 35:
Case Questions
Chapter 3: Service StrategyPage 59:
Topics for Discussion
Page 61:
Case Questions
Page 62:
Case Questions
Page 63:
Case Questions
Chapter 4: New Service DevelopmentPage 87:
Topics for Discussion
Page 88:
Case Questions
Page 90:
Case Questions
Page 91:
Case Questions
Chapter 5: Technology in ServicesPage 107:
Topics for Discussion
Page 109:
Case Questions
Page 111:
Case Questions
Chapter 6: Service QualityPage 140:
Topics for Discussion
Page 142:
ExercisesPage 143:
ExercisesPage 144:
ExercisesPage 146:
Case QuestionsPage 147:
Case QuestionsPage 149:
Case Questions
Chapter 7: Supporting Facility and Process FlowsPage 171:
Topics for Discussion
Page 174:
ExercisesPage 175:
ExercisesPage 176:
ExercisesPage 177:
Case Questions 2Page 177:
Case Questions 1Page 178:
Case QuestionsPage 180:
Case Questions
Chapter 8: Process ImprovementCOMING SOON
Chapter 9: The Service EncounterCOMING SOON
Chapter 10: Service Facility LocationPage 254:
Topics for Discussion
Page 256:
ExercisesPage 257:
ExercisesPage 258:
ExercisesPage 260:
Case QuestionsPage 261:
Case Questions
Chapter 11: Managing Capacity and DemandPage 285:
Topics for Discussion
Page 288:
ExercisesPage 289:
ExercisesPage 291:
Case QuestionsPage 292:
Case QuestionsPage 294:
Case QuestionsPage 296:
Case Questions
Chapter 12: Managing Waiting LinesPage 315:
Topics for Discussion
Page 316:
ExercisesPage 317:
Case QuestionsPage 318:
Case QuestionsExercise 3
Exercise 4
Exercise 5
Chapter 13: Service Supply RelationshipsPage 337:
Topics for DiscussionPage 340:
Case Questions
Page 342:
Case Questions
Chapter 14: Globalization of ServicesCOMING SOON
Chapter 15: Managing Service ProjectsCOMING SOON
Chapter 16: Capacity Planning and Queuing ModelsPage 425:
Topics for Discussion
Page 428:
ExercisesPage 429:
ExercisesPage 430:
ExercisesPage 431:
Case QuestionsPage 432:
Case QuestionsPage 447:
ExercisesPage 448:
ExercisesPage 449:
ExercisesPage 450:
ExercisesPage 451:
Case Questions 1Page 451:
Case Questions 2
Chapter 17: Forecasting Demand for ServicesPage 470:
Topics for Discussion
Page 473:
ExercisesPage 474:
Case QuestionsPage 475:
Case Questions
Chapter 18: Managing Service InventoryPage 500:
Topics for Discussion
Page 502:
ExercisesPage 503:
ExercisesPage 504:
ExercisesPage 505:
ExercisesPage 506:
ExercisesPage 507:
ExercisesPage 507:
Case QuestionsPage 508:
Case QuestionsPage 509:
Case Questions
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