02206cam a22002774a 45000010009000000050017000090080041000260100017000670200053000840200044001370400018001810420008001990500018002070820012002251000026002372450120002632500012003832600048003953000039004435000148004825040053006305050989006835380195016726500036018677000025019031308506220210414113932.0030206s2004    mauab    b    001 0 eng    a  2003043003  a0072823739 (alk. paper) text, part of 0072868201  a0071214577 (international : alk. paper)  aDLCcDLCdDLC  apcc00aHD9980.5.F54900a6582211 aFitzsimmons, James A.10aService management :operations, strategy, and information technology. /cJames A. Fitzsimmons, Mona J. Fitzsimmons.  a4th ed.  aBoston, Mass. :bMcGraw-Hill/Irwin,cc2004.  axx, 587 p. :bill., maps ;c28cm.   aThe instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation.  aIncludes bibliographical references and indexes.  aContents: Understanding services: The Role of services in an economy -- The Nature of services -- Service strategy -- Designing the service enterprise: New services development -- The Service encounter: Work measurement -- Service quality -- E-service -- Service facility location -- The Supporting facility -- Managing service operations -- Managing supply and demand -- Managing waiting lines: computer simulation -- Managing service supply relationships -- Managing facilitating goods -- Managing projects -- Toward world-class services: Productivity and quality improvement: Data envelopment analysis -- Growth and globalization of services -- Quantitative models for service management -- Forecasting demand for services -- Queuing models and capacity planning -- Appendix A: Areas of standard normal distribution -- Appendix B: Uniformly distributed random numbers [0,1] -- Appendix C: Values Lq for the M/M/c queuing models -- Appendix D: Equations for selected queuing models.  aSystem requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent. 0aService industriesxManagement.1 aFitzsimmons, Mona J.