Unit 4

Servicescapes behaviour - environmental dimensions frameworkFitzsimmons - Chapter 8

Facility design nature, objectives, process analysisFitzsimmons - Chapter 8

Process flow diagram, process steps, simulationFitzsimmons - Chapter 8

Service facility layout and LocationFitzsimmons - Chapter 8

Facility Location considerationsFitzsimmons - Chapter 9

Facility location techniques metropolitan metric, Euclidean, Centre of gravity, retail outlet location , location set covering problemFitzsimmons - Chapter 9

Unit 5

Managing Demand strategiesFitzsimmons - Chapter 12

Managing capacity basic strategies, supply management tactics, operations planning and controlFitzsimmons - Chapter 12

Yield management, Inventory Management in ServicesFitzsimmons - Chapter 12

Retail Discounting Model, Newsvendor ModelFitzsimmons - Chapter 16

Managing Waiting Lines Queuing systems, psychology of waitingFitzsimmons - Chapter 13

Managing for growth- expansion strategiesFitzsimmons - Chapter 17

Franchising, Globalization.Fitzsimmons - Chapter 17

Case Study