Service Management: Operations, Strategy, Information Technology
- ISBN-10
- 1259010651
- ISBN-13
- 9781259010651
- Series
- Service Management
- Category
- Service industries
- Language
- English
- Published
- 2014
- Publisher
- McGraw-Hill Europe
- Authors
- James A. Fitzsimmons, Mona J. Fitzsimmons, Sanjeev Bordoloi
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, provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations details topics such as managing capacity, demand, and waiting lines, and discusses service supply relationships; and, Part Four: Quantitative Models for Service Management addresses forecasting and managing service inventory. 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) 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.
Get the book
Other editions
-
- 2013-06-11
- 510 pages
- Ebook
- FT Press
-
- 2013
- 485 pages
- Paperback
- Pearson Education
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