Service Management and Operations

for undergraduate and graduate courses in Service Management or Service Operations Management. This text takes a multidisciplinary perspective. Drawing upon research from economics, consumer behavior, marketing, strategy and operations management, it offers coverage of the topics relevant to service management and operations. The text first introduces the major concepts of service, then how to build the service system to create customer value, followed by operational issues and some of the tools for managing a service operation.Haksever, Cengiz is the author of 'Service Management and Operations', published 1999 under ISBN 9780130813381 and ISBN 0130813389.