Includes indexes.

Content: Understanding services: The service economy -- Service strategy -- Designing the service enterprise: New service development -- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Supplement: data envelopment analysis (DEA) -- Service facility location -- Managing service operations: Service supply relationships -- Globalization of services -- Managing capacity and demand -- Managing waiting lines -- Capacity planning and queuing models -- Supplement : computer simulation -- Quantitative models for service management: Forecasting demand for services -- Managing service inventory -- Managing service projects --