Decision Making in Service Industries A Practical Approach

Section 1 Services and Decision Making
Stochastic Decision Making in Information Technology Services Delivery, Aliza R. Heching and Mark S. Squillante
Simulation-Based Studies on Dynamic Sourcing of Customers under Random Supply Disruptions, Sanad H. Liaquat, Pragalbh Srivastava, and Lian Qi
Customer Perceptions of Quality and Service System Design, George N. Kenyon and Kabir C. Sen
Data Mining and Quality in Service Industry: Review and Some Applications, Teresa Oliveira, Amilcar Oliveira, and Alejandra Perez-Bonilla
Software for Solving Real Service-Management Problems, Elena Perez-Bernabeu, Horia Demian, Miguel Angel Selles, and Maria Madela Abrudan

Section 2 Decision Making in Health Services
Logistics and Retail Pharmacies: Providing Cost-Effective Home Delivery of Prescriptions, Yi-Chin Huang, Michael J. Fry, and Alex C. Lin
Improving Pharmacy Operations Using Computer Simulation, Alberto Isla, Alex C. Lin, and W. David Kelton
Patient Prioritization in Emergency Departments: Decision Making under Uncertainty, Omar M. Ashour and Gul E. Okudan Kremer
Using Process Mapping and Capability Analysis to Improve Room Turnaround Time at a Regional Hospital, John F. Kros and Evelyn C. Brown

Section 3 Decision Making in Logistic Services
Decision Making in Logistics Outsourcing from the Standpoint of Hiring Companies, Renata Albergaria de Mello Bandeira, Luiz Carlos Brasil de Brito Mello, and Antonio Carlos Gastaud Macada
Revenue Management of Transportation Infrastructure during the Service Life Using Real Options, Hongyan Chen and Ruwen Qin
Evaluating Different Cost-Benefit Analysis Methods for Port Security Operations, Galina Sherman, Peer-Olaf Siebers, David Menachof, and Uwe Aickelin
Vehicle Routing in Service Industry Using Decision Support Systems, Buyang Cao and Burcin Bozkaya

Section 4 Decision Making in Other Service Areas
Decision Support for Information Technology (IT) Service Investments under Uncertainty, Magno Jefferson de Souza Queiroz and Jacques Philippe Sauve
An Inventory Criticality Classification Method for Nuclear Spare Parts: A Case Study, Natalie M. Scala, Jayant Rajgopal, and Kim LaScola Needy
Service Technology, Pricing, and Process Economics in Banking Competition, David Y. Choi, Uday S. Karmarkar, and Hosun Rhim
Index

Biography

Javier Faulin, Angel A. Juan, Scott E. Grasman, Michael J. Fry

"… shows that regardless of the place (company, hospital, etc..) or the decision maker (manager, nurse, etc.), decision making is done in an uncertain environment and therefore requires using rigorous methods to reduce this risk. Those methods are clearly described and applied to make this book a handbook of applications in decision making."
—Sabrina Hammiche, Université de Rennes 1, France

"An excellent collection of applications and models to improve decision making in a wide array of services. … can help professionals and researchers to broaden their practical knowledge in service scenarios under uncertainty."
—Esteban García-Canal, University of Oviedo, Spain

"… edited by internationally renowned researchers. … presents interesting contributions from several areas in service industries … an interesting book for practitioners, researchers, and students starting from the senior undergraduate level. The uniqueness of this book lies in the linkage between service industries and quantitative decision support techniques."
—Patrick Hirsch, University of Natural Resources and Life Sciences, Vienna, Austria