Service Management for Competitive Advantage

TLDR: In this article, the authors discuss the role of service in an economy, the nature of services, the service concept and competitive strategy, service strategy and market position, and the service enterprise.

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.