Service Management: Operations, Strategy, Information Technology

Service Management: Operations, Strategy, Information Technology


By (author) James A. Fitzsimmons, By (author) Mona J. Fitzsimmons, By (author) Sanjeev K. Bordoloi

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  • Publisher: McGraw Hill Higher Education
  • Format: Paperback | 544 pages
  • Dimensions: 216mm x 274mm x 18mm | 1,066g
  • Publication date: 1 May 2013
  • Publication City/Country: London
  • ISBN 10: 1259010651
  • ISBN 13: 9781259010651
  • Edition: 8
  • Edition statement: 8th International edition
  • Sales rank: 382,237

Product description

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

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Table of contents

PART ONE: Understanding Services Chapter 1: The Service Economy Chapter 2: Service Strategy PART TWO: Designing the Service Enterprise Chapter 3: New Service Development Chapter 4: The Service Encounter Chapter 5: Supporting Facility and Process Flows Chapter 6: Service Quality Chapter 7: Process Improvement Supplement: Data Envelopment Analysis (DEA) 205 Chapter 8: Service Facility Location PART THREE: Managing Service Operations Chapter 9: Service Supply Relationships Chapter 10: Globalization of Services Chapter 11: Managing Capacity and Demand Chapter 12: Managing Waiting Lines Chapter 13: Capacity Planning and Queuing Models Supplement: Computer Simulation PART FOUR: Quantitative Models for Service Management Chapter 14: Forecasting Demand for Services Chapter 15: Managing Service Inventory Chapter 16: Managing Service Projects APPENDIX Appendix A: Areas of Standard Normal Distribution Appendix B: Uniformly Distributed Random Numbers [0, 1] Appendix C: Values of Lq for the M/M/c Queuing Model Appendix D: Equations for Selected Queuing Models NAME INDEX SUBJECT INDEX