This book covers the full cycle of building a service business from concept formation through implementation. The first section of the book - three chapters - focuses on constructing a business strategy. The next section details how to implement that strategy in the design of the service system. Capacity management is an important strategic and tactical issue in many services, and is the subject of the four chapters in the third section of the book. Finally, the last four chapters provide managers with tools needed for everyday operation. Features: New Real-World Case Studies add both a real-world context to the material and a ?decision orientation? keeps students interested as they immediately see how the content can be used to make decisions. This book introduces coverage and topics not always seen in other texts. Examples include Internet strategies, environmental strategies, creating customer experiences, back-office design, and scoring systems. Boxed Features provide real-life examples of theoretical concepts The material included in the text is more qualitative, as a significant portion of the quantitative material has been moved to the all new student CD Table Of Contents: Introduction: Services in the Economy. PART 1: FORMULATING STRATEGY. Strategic Positioning. 3. Internet Strategies. Environmental Strategies. PART 2. DESIGNING THE DELIVERY SYSTEM. New Service Development. 6. Managing Service Experiences. The Front-Office, Back-Office Interface. 8. Outsourcing and Offshoring.