A comprehensive treatment on the use of quantitative modeling for
decision making and best practices in the service industries
Making up a significant part of the world economy, the service
sector is a rapidly evolving field that is relied on to dictate the
public's satisfaction and success in various areas of everyday
life, from banking and communications to education and healthcare.
Service Science provides managers and students of the service
industries with the quantitative skills necessary to model key
decisions and performance metrics associated with services,
including the management of resources, distribution of goods and
services to customers, and the analysis and design of queueing
The book begins with a brief introduction to the service sector
followed by an introduction to optimization and queueing modeling,
providing the methodological background needed to analyze service
systems. Subsequent chapters presentspecific topics within service
operations management, including:
Location modeling and districting
Resource allocation problems
Short- and long-term workforce management
Priority services, call center design, and customer
The author's own specialized software packages for location
modeling, network optimization, and time-dependent queueing are
utilized throughout the book, showing readers how to solve a
variety of problems associated with service industries. These
programs are freely available on the book's related web site along
with detailed appendices and online spreadsheets that accompany the
book's "How to Do It in Excel" sections, allowing readers to work
hands-on with the presented techniques.
Extensively class-tested to ensure a comprehensive presentation,
Service Science is an excellent book for industrial engineering and
management courses on service operations at the upper-undergraduate
and graduate levels. The book also serves as a reference for
researchers in the fields of business, management science,
operations research, engineering, and economics.
This book was named the 2010 Joint Publishers Book of the Year
by the Institute of Industrial Engineers.
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