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ISBN-10 0133088790ISBN-13 9780133088793
ISBN-10 0133088774ISBN-13 9780133088779
Author(s): Cengiz Haksever; Barry Render
Publisher: FT Press
Copyright year: © 2013 Pages: 528

This comprehensive reference offers a multidisciplinary approach to service management that systematically ties customer-driven strategies to operations and process management. Leading experts Cengiz Haksever and Barry Render thoroughly cover today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Focusing throughout on creating customer value, they provide insights into emerging service operation and supply chain topics, reinforcing key points with end-of-chapter case studies.

The authors present a valuable chapter-length introduction to linear and goal programming and its services applications; and also address many other topics ignored by competitive texts, such as: 

  • Service SCM methods and approaches

  • Focusing on customers and their service purchase behavior

  • Service productivity

  • Managing public and private nonprofit service organizations

  • Vehicle routing and scheduling

  • Ethical challenges to SCM