Designed for courses in service management, service operations management, or operations management. This book looks at services and the economy, the service concept and competitive strategy, and managing service operations.

From the Publisher

New Coverage of Internet and E-commerce Services - Keeping abreast of the current boom in Internet-based services, the authors have added a new chapter focusing on e-commerce and its correlation to the service industry. Examination of Internet services is highlighted by such topics as the design and delivery of electronic services, the electronic service product structure and process structure. Chapter cases emphasize the real-world application of this evolving discipline.
New chapter on Services and the Supply Chain - Acknowledging the importance of discussing services within the overall context of the supply chain, the authors have added a new chapter on the subject. Both the movement of goods to the customer (logistics) and the movement of service providers (distributive workforce) to the customer are covered, addressing such important topics as supplier relationships, alliances, and partnerships within the context of modern purchasing. Contributions of information technology are highlighted throughout, offering students the most comprehensive and up-to-date information on how services operates with respect to supply chain concerns and how technology contributes to the operation.
New Coverage of Simulation Tied to Service Models - The inclusion of the Service Model Simulation Software is accentuated in this new chapter supplement on "Computer Simulation". The process of systems simulation is defined then explored through examples and exercises utilizing Service Model Software.
Updated Software coverage of "Services and Information Technology" - In addition to updating and thoroughly revising the chapter on "Information Technology", relevant material on the subject has now been integrated appropriately in all chapters of the book. Wherever a discussion of information technology occurs within the narrative, the reader is alerted to the fact by means of an icon placed in the margin. In this way, the important link between services and technology is made immediately apparent and accessible to students.
Improved organization of Quantitative Material - In response to reviewers' suggestions, the quantitative material, previously included as a separate section in the back of the book, is now integrated into the narrative. Simplified quantitative supplements corresponding to and complementing the descriptive material are now placed directly following applicable chapters. This arrangement leads to a clearer understanding on the part of students by encouraging them to examine concepts and applications together.

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Store Description

With 3 stores less than 1 hour outside the DC/Metropolitan area (1 in Gaithersburg, 1 in Frederick and 1 in Hagerstown, MD), we have the largest selection of books in the tri-state area. Wonder Book and Video has been in business since 1980 and online since 1997. We have over 1 Million books for sale on our website and another 1 Million books for sale in our 3 locations. Items on Abe are not necessarily in stock at our retail locations. Please do not call the stores to place orders for Abe Books sales. We have a very active online inventory and as such, we can receive multiple orders for the same item. We fill those orders on a first come first serve basis, but will refund promptly any items that are out of stock. Since 1980 it has always been about the books. ALL kinds of books from 95 cent children's paperbacks to five figure rare and collectibles. A merging of the old and new is where we started, and it is where we are today. Our retail stores have always been places where a reader can rush in looking for a title needed for a term paper that is due the next day, or where bibliophiles can get lost "in the stacks" for as long as they wish. In 2002 USAToday recognized us as "1 of 10 Great Old Bookstores", and we have been featured in numerous other newspaper and TV stories including Washington Post and CSpan. Members ABAA, ILAB.

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Members of these associations are committed to maintaining the highest standards. They vouch for the authenticity of all items offered for sale. They provide expert and detailed descriptions, disclose all significant defects and/or restorations, provide clear and accurate pricing, and operate with fairness and honesty during the purchase experience.

Seller's business information

Wonder Book
Wonder Book and Video, 1550 Tilco Drive, Frederick, MD, 21704, U.S.A.

Sale & Shipping Terms

Terms of Sale

We want you to be satisfied with the book you order. Our general description is
conservative and the book should be as good or better than our general
description
may indicate.

As we often get many requests for the same book, in some cases the book may
already be sold. We will email you regarding the availability.

RETURNS are cheerfully accepted up to 30 days. We ship out within 1-2 business
days and U.S. Standard Shipments usually arrive within 6-9 business days,
Priority 3-6. We want you to be...

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Right of cancellation

If you are a consumer you can cancel the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.

INFORMATION REGARDING THE RIGHT OF CANCELLATION

Statutory Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the the last good or the last lot or piece.

To exercise the right to cancel, you must inform us, Wonder Book, Wonder Book and Video, 1550 Tilco Drive, 21704, Frederick, Maryland, U.S.A., 1 301-694-3696, of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory. You can also electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by e-mail) without delay.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel with contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us or Wonder Book, Wonder Book Returns, 1550 Tilco Dr, 21704, Frederick, Maryland, U.S.A., 1 301-694-3696, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions to the right of cancellation

The right of cancellation does not apply to:

the delivery of newspapers, journals or magazines with the exception of subscription contracts; and
the supply of digital content (including ebooks) which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: (Wonder Book, Wonder Book and Video, 1550 Tilco Drive, 21704, Frederick, Maryland, U.S.A., 1 301-694-3696)

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*)

Name of consumer(s)

Address of consumer(s)

Signature of consumer(s) (only if this form is notified on paper)

Date

* Delete as appropriate.

Shipping Terms

STANDARD DOMESTIC U.S. SHIPPING IS FREE. Priority Shipping is only $6.99 for first item, $1 each additional. Orders ship within 2 business days. Shipping outside of U.S. is typically between $8-13 and takes between 8-15 business days. Heavier books may require additional shipping. Faster Needs Please Inquire.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 9 business days	3 to 6 business days
First item	� 0.00	� 8.17

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.