| Title : | Service management : operations, strategy, and information technology / | | Material Type: | printed text | | Authors: | James A. Fitzsimmons, Author ; Mona J. Fitzsimmons, Author | | Edition statement: | 5th ed. | | Publisher: | Boston, MA : McGraw-Hill | | Publication Date: | 2006 | | Pagination: | xiv, 605 p. | | Layout: | ill (b & w) | | Size: | 26 cm | | Accompanying material: | 1 CD-ROM (4 3/4 in. | | ISBN (or other code): | 978-0-07-124440-4 | | General note: | Provides an introduction to service operations on the market. This work is written by one of the top authorities on the subject. | | Class number: | 658 | | Abstract: | | | Contents note: | Chapter 1. The Role of Services in an Economy; Chapter 2. The Nature of Services; Chapter 3. Service Strategy; Chapter 4. New Service Development; Chapter 5. Technology in Services; Chapter 6. Service Quality; Chapter 7. The Service Encounter; Chapter 8. The Supporting Facility; Chapter 9. Service Facility Location; Chapter 10. Managing Service Projects; Chapter 11. Forecasting Demand for Services; Chapter 12. Managing Capacity and Demand; Chapter 13. Managing Waiting Lines; Chapter 14. Capacity Planning and Queuing Models; Chapter 15. Managing Service Supply Relationships; Chapter 16. Managing Facilitating Goods; Chapter 17. Growth and Globalization of Services |
Service management : operations, strategy, and information technology / [printed text] / James A. Fitzsimmons, Author ; Mona J. Fitzsimmons, Author . - 5th ed. . - Boston, MA : McGraw-Hill, 2006 . - xiv, 605 p. : ill (b & w) ; 26 cm + 1 CD-ROM (4 3/4 in. ISBN : 978-0-07-124440-4 Provides an introduction to service operations on the market. This work is written by one of the top authorities on the subject. | Class number: | 658 | | Abstract: | | | Contents note: | Chapter 1. The Role of Services in an Economy; Chapter 2. The Nature of Services; Chapter 3. Service Strategy; Chapter 4. New Service Development; Chapter 5. Technology in Services; Chapter 6. Service Quality; Chapter 7. The Service Encounter; Chapter 8. The Supporting Facility; Chapter 9. Service Facility Location; Chapter 10. Managing Service Projects; Chapter 11. Forecasting Demand for Services; Chapter 12. Managing Capacity and Demand; Chapter 13. Managing Waiting Lines; Chapter 14. Capacity Planning and Queuing Models; Chapter 15. Managing Service Supply Relationships; Chapter 16. Managing Facilitating Goods; Chapter 17. Growth and Globalization of Services |
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