The eighth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: <i>Part One: Understanding Services</i>, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; <i>Part Two: Designing the Service Enterprise</i>, which covers designing the service enterprise to support the competitive strategy; <i>Part Three: Managing Service Operations</i> that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; <i>Part Four: Quantitative Models for Service Management</i> that addresses forecasting and managing service inventory.