Service management : operations, strategy, information technology [printed text] / James A. Fitzsimmons, Author ; Mona J. Fitzsimmons, Author  . -  7th ed. . - Boston, MA : McGraw-Hill, 2011 . - xviii, 541 p. : ill (b & w) ; 28 cm.
ISBN : 978-0-07-128927-6
Offers conceptual and applied coverage of different aspects of the management and operation of services. This book also offers the information on Six-Sigma and RFID, as well as developments in other important industry topics.

Class number:	658
Abstract:	Balancing conceptual and applied coverage of all aspects of the management and operation of services, "Service Management" has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. The Seventh Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The new edition is designed to develop students' skills in both strategic and operational issues pertaining to services.
Contents note:	Part I: Understanding Services Chapter 1: The Role of Services in an Economy; Chapter 2: The Nature of Services; Chapter 3: Service Strategy Part II: Designing the Service Enterprise Chapter 4: New Service Development; Chapter 5: Technology in Services; Chapter 6: Service Quality; Chapter 7: Supporting Facility and Process Flows; Chapter 8: Process Improvement; Chapter 9: The Service Encounter; Chapter 10: Service Facility Location Part III: Managing Service Operations Chapter 11: Managing Capacity and Demand; Chapter 12: Managing Waiting Lines; Chapter 13: Service Supply Relationships; Chapter 14: Globalization of Services; Chapter 15: Managing Projects Part IV: Quantitative Models for Service Management Chapter 16: Capacity Planning and Queuing Models; Chapter 17: Forecasting Demand for Services; Chapter 18: Managing Service Inventory Appendix A Areas of a Standard Normal Distribution; B Uniformly Distributed Random Numbers [0,1]; C Values of Lq for the M/M/c Queuing Model; D Equations for Selected Queuing Models; Name Index; Subject Index.