The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation.

Includes bibliographical references and indexes.

Contents: Understanding services: The Role of services in an economy -- The Nature of services -- Service strategy -- Designing the service enterprise: New services development -- The Service encounter: Work measurement -- Service quality -- E-service -- Service facility location -- The Supporting facility -- Managing service operations -- Managing supply and demand -- Managing waiting lines: computer simulation -- Managing service supply relationships -- Managing facilitating goods -- Managing projects -- Toward world-class services: Productivity and quality improvement: Data envelopment analysis -- Growth and globalization of services -- Quantitative models for service management -- Forecasting demand for services -- Queuing models and capacity planning -- Appendix A: Areas of standard normal distribution -- Appendix B: Uniformly distributed random numbers [0,1] -- Appendix C: Values Lq for the M/M/c queuing models -- Appendix D: Equations for selected queuing models.

System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent.