Chapter 1: Introduction: Services in the Economy
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Chapter 2: Strategic Positioning
Chapter 3: Internet Strategies
Chapter 4: Environmental Strategies
Chapter 5: New Service Development
Chapter 6: Managing Service Experiences
Chapter 7: The Front-Office, Back-Office
Chapter 8: Service Quality
Chapter 9: Yield Management
Chapter 10: Inventory Management in Services
Chapter 11: Waiting Time Management
Chapter 12: Analyzing Processes
Chapter 13: Real-World Project Management
Chapter 14: Site Selection for Services
Chapter 15: Performance Evaluation and Benchmarking with Data Envelopment
Chapter 16: Scoring Systems: Methods for
Customer Selection and Solicitation, Resource Allocation, and Data Reduction
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