Service packages and physical evidence
medium • 1 min read
Service process matrix (Schmenner's matrix)
medium • 2 min read
Customer contact model (High vs Low contact)
medium • 3 min read
Service design algorithms and blueprinting
medium • 4 min read
The Front-office and Back-office relationship
medium • 5 min read
Chapter 2
Managing Service Capacity and Demand
Strategies for altering capacity in services
medium • 1 min read
Strategies for managing demand in services
medium • 2 min read
Yield management and dynamic pricing in services
medium • 3 min read
Queuing theory basics for services (Single/Multi-channel models)
medium • 4 min read
Psychology of waiting and managing perceived wait times
medium • 5 min read
Chapter 3
Service Quality and Failure Recovery
Chapter 4
Lean and Innovation in Services
Chapter 5
Sector-Specific Service Operations
Healthcare operations management and bottleneck reduction
medium • 1 min read
Hospitality operations (Hotels, Airlines)
medium • 2 min read
Retail service operations
medium • 3 min read
Financial service operations modeling
medium • 4 min read
IT Service operations (ITIL framework overview)
medium • 5 min read