本次改版，全新章節第7章製程改進（Process Improvement）除介紹傳統的品管技術如Deming’s PDCA cycle外，更介紹了品質管理普遍採用的六標準差技術；第5章有大幅度的更新，包含近來也在服務業中愈來愈熱門的射頻識別RFID（Radio Frequency IDentification）科技；第13章擴大高水準服務業公司的主題探討，介紹知名企業IBM是如何藉由科技、管理以及工程上的訓練而成為專業的服務業公司；其餘章節皆更新產業最新訊息且有新增案例，如Boomer顧問公司等。
目 錄
PART I UNDERSTANDING SERVICES
Ch.1 The Role of Services in an Economy
Ch.2 The Nature of Services
Ch.3 Service Strategy
PART II DESIGNING THE SERVICE ENTERPRISE
Ch.4 New Service Development
Ch.5 Technology in Services
Ch.6 Service Quality
Ch.7 Process Improvement (DEA supplement)
Ch.8 The Service Encounter
Ch.9 Supporting Facility and Process Flows
Ch.10 Service Facility Location
PART III MANAGING SERVICE OPERATIONS
Ch.11 Managing Capacity and Demand
Ch.12 Managing Waiting Lines
Ch.13 Service Supply Relationships
Ch.14 Growth and Globalization of Services
Ch.15 Managing Projects
PART IV QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
Ch.16 Capacity Planning and Queuing Models (Computer Simulation)
Ch.17 Forecasting Demand for Services
Ch.18 Managing Facilitating Goods
APPENDICES
A. Areas of a Standard Normal Distribution
B. Uniformly Distributed Random Numbers [0,1]
C. Values of Lq for the M/M/c Queuing Model
D. Equations for Selected Queuing Models
