Service Management for Competitive Advantage

Abstract

Part 1 Services and the economy: the role of service in an economy the nature of services case: village volvo. Part 2 The service concept and competitive strategy: service strategy and market position case: America west airlines strategic role of the information resource case: Mrs. Fields cookies. Part 3 Structuring the service enterprise: the service delivery system case: 100 yen sushi house service facility design and layout cases: HMO's, esquire department store service facility location cases: HMO, athol furniture. Part 4 Managing service operations: the service encounter case: Amy's ice cream ch.8 supplement: work measurement service quality cases: clean sweep, inc., the complaint letter managing capacity and demand cases: river city national bank, gateway international airport managing queues cases: thrifty rent-a-car, eye'll be seeing you. Part 5 Toward world class service: productivity and quality improvement case: Alcove corp. ch.12 Supplement: data envelopment analysis growth and expansion case: federal express forecasting demand for services cases: oak hollow evaluation centre, gnomial functions, in queuing models and capacity planning cases: houston port authority, freedom express, cedar vall community college, pronto pizza linear programming models in services cases: munich delicatessen, sequoia airlines.

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