1.The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic.
2.The integration of technology, operations, and human behavior is recognized as central to effective service management.
3.Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment.
4.New co-author, Sanjeev Bordolo, University of St. Thomas, Minnesota, brings a broad range of expertise, especially in the areas of information technology, consulting, and social media.