Service management: operations, strategy, information technology. /
Service management: operations, strategy, information technology. / James A. Fitzsimmons, Mona J. Fitzsimmons, Sanjeev Bordoloi, - 8th ed. - xvii, 524 p. : ill. ;
Revised edition of the authors' Service management, 2014.
Includes bibliographical references and indexes.
The service economy -- Service strategy -- Designing the service enterprise -- New service development -- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Supplement: data envelopment analysis (DEA) -- Service facility location -- Managing service operations -- Service supply relationships -- Globalization of services -- Managing capacity and demand -- Managing waiting lines -- Capacity planning and queuing models -- Supplement : computer simulation -- Quantitative models for service management -- Forecasting demand for services -- Managing service inventory -- Managing service projects --
9781259010651 1259010651
2017048452
Service industries--Management.
HD9980.5.F54
658