Part I - Fundamentals

• Unit 1: Unified Services Theory Basics
• Unit 2: Services Fundamentals: Planning
• Unit 3: Services Fundamentals: Execution
• Unit 4: Understanding Non-Services (manufacturing)

Part II - Service Business Strategy

• Unit 5: Identifying Strategic Opportunities
• Unit 6: Identifying Strategic Threats

Part III - Managing Service Processes

• Unit 7: Cost Issues
• Unit 8: Human Resources Management
• Unit 9: Marketing in Services
• Unit 10: Production and Inventory Control

Part IV - Service Quality and Value

• Unit 11: Defining Service Quality
• Unit 12: Challenges in Delivering Service Quality
• Unit 13: Service Recovery
• Unit 14: Measuring Service Quality and Productivity

Appendices available online

• Appendix B on Flowcharting and Service Blueprinting

• Word file containing all Application Exercises (If you are in one of Dr. Sampson's classes, recall that unless pre-approved otherwise, he does not accept Application Exercises turned in by email. Also, don't forget to complete the page header that goes with each Application Exercise, as included in this Word file.)
• Word file containing all Analysis Questions
• A list of all Service Business Principles from the book (web page format).
• PowerPoint file of all Service Business Principles from the book.
• SOMA - the Service Organization Management Area (resources pertaining to services management).

• Possible questions for Field Projects.