Schmenner, Roger W. <br/><br/>
Service operations management/ 
by  Roger W. Schmenner 
 - New Jersey:  Prentice Hall, Inc.  c1995. 
 - xiv, 406p.:  ill.  23.5cm. 
<br/><br/> Includes index 
<br/><br/>Contents  -- the nature of services  -- supporting the service encounter  --flows, bottlenecks, and balance  --bottlenecks in space and time: layouts and variability  --making quality happen  -- making quality happen  -- service standards, plans, schedules, and controls  -- matching demand and supply  -- managing inventories: time-independent systems  -- issues in logistics, location, and franchising. 
<br/><br/><label>ISBN: </label>0 02 406811 X 
<br/><br/><label>Dewey Class. No.: </label>BCir. 658  / Sch44s