Bordoloi's Service Management 10e contains extensive coverage of the impacts of COVID-19 including the service innovation and progress experienced by a global pandemic. Written in an engaging literary style, based on research and consulting experience of authors, it focuses on service for competitive advantage and integrates technology, operations, and human behavior and the need for continuous quality improvement to be effective in a global environment. This edition continues to acknowledge and emphasize the essential uniqueness of service management. The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. The integration of technology, operations, and human behavior is recognized as central to effective service management. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. Each chapter begins with a vignette of a well-known company to motivate the reader and illustrate the strategic nature of the topic to be covered. Each chapter has a preview, a closing summary, key terms and definitions, a service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.

Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. The Seventh Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The new edition is designed to develop students' skills in both strategic and operational issues pertaining to services.

Accompanying CD-ROM contains ... "an assortment of valuable learning tools such as the latest version of ServiceModel software and interactive chapter quizzes--all of which facilitate a deeper understanding of service operations and management."--P. [4] of cover.

James Fitzsimmons' 1982 McGraw-Hill text, Service Operations Management, the first book on the topic, defined the field of service operations management. Fitzsimmons is now senior author of an all new 1994 service management text which sets the paradigm for service management for the 1990s. This junior/senior/graduate text is distinguished by its unique focus on service management for competitive advantage and by its integration of the author's first-hand experiences and research with numerous service firms. Its highly readable presentation is designed to appeal even to students with little business experience.

The center and home care arrangements we studied were diverse, but all required great human effort, and all were expensive. The director and staff of a child care center appear to be principal indicators of both quality and cost. Many programs were found to be very good and very expensive. It is doubtful that quality child care is widely suitable to a profit-making enterprise in view of the financial status of those who need it most. Data indicate that on balance, smaller centers and well-funded home care are most attractive from the point of view of quality. These findings in turn suggest that some kind of system arrangement may be the best way to provide care to large numbers of children. Systems may also be better able to grow and survive, and since home care and small neighborhood centers can meet parental needs for care close to their own homes, child care systems are particularly worthy of attention.

The service paradigm is changing from the traditional concept of a service transaction to one of the service experience. Starbucks Coffee, Disney World, and Planet Hollywood, all define their perspective services as experiences. As businesses explicitly charge for memorable encounters, they stimulate a transition from a service economy to a new experience economy. New Service Development: Creating Memorable Experiences is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implantation. Chapter contributors from the fields of operations management, marketing information technology, and organizational behavior explore the issues that service firms must address to sustain advantage in the new experience economy. Students and professionals in the fields of service management, new product development, and new venture creation will all benefit from the wisdom in this innovative, ground breaking book.

The Federal Highway Administration estimates that red light running causes more than 100,000 crashes and 1,000 fatalities annually and results in an estimated economic loss of over $14 billion per year in the United States. In Iowa alone, a statewide analysis of red light running crashes, using crash data from 2001 to 2006, indicates than an average of 1,682 red light running crashes occur at signalized intersections every year. As a result, red light running poses a significant safety issue for communities. Communities rarely have the resources to place additional law enforcement in the field to combat the problem and they are increasingly using automated red light running camera-enforcement systems at signalized intersections. In Iowa, three communities currently use camera enforcement since 2004. These communities include Davenport, Council Bluffs, and Clive. As communities across the United States attempt to address red light running, a number of communities have implemented red light running camera enforcement programs. This report examines the red light running program in Iowa and summarizes results of analyses to evaluate the effectiveness of such cameras.