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Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition 1

Ⅰ.Understanding Services 1

1.The Role of Services in an Economy 1

2.The Nature of Services 14

Ⅱ.Designing the Service Enterprise 33

6.Service Quality 33

Ⅰ.Understanding Services 71

3.Service Strategy 71

Ⅱ.Designing the Service Enterprise 98

4.New Service Development 98

Stevenson·Operations Management，Eighth Edition 127

Ⅲ.System Design 127

7.Design of Work Systems 127

7S.Learning Curves 166

Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition 177

Ⅱ.Designing the Service Enterprise 177

8.Service Facility Location 177

Chase-Jacobs-Aquilano·Operations Management for Competitive Advantage，10th Ed. 206

Ⅰ.Operations Strategy and Managing Change 206

3.Project Management 206

Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition 240

Ⅱ.Designing the Service Enterprise 240

7.E-Service 240

Stevenson·Operations Management，Eighth Edition 254

Ⅲ.System Design 254

6S.Linear Programming 254

Davis-Aquilano-Chase·Fundamentals of Operations Management，Fourth Edition 285

9.Forecasting 285

Text 285

Stevenson·Operations Management，Eighth Edition 331

Ⅴ.Inventorv Management and Scheduling 331

11.Inventory Management 331

Chase-Jacobs-Aquilano·Operations Management for Competitive Advantage，10th Ed. 390

Ⅳ.Planning and Controlling the Supply Chain 390

16.Operations Scheduling 390

Stevenson·Operations Management，Eighth Edition 417

Ⅴ.Inventory Management and Scheduling 417

13.MRP and ERP 417

Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition 459

Ⅳ.Toward World-Class Service 459

15.Productivity and Quality Improvement 459

Back Matter 505

Appendix A：Areas of Standard Normal Distribution 505