Fitzsimmons, James A. creator Fitzsimmons, Mona J. text bibliography mau Boston, Mass McGraw-Hill/Irwin c2004 2004 4th ed. monographic eng

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xx, 587 p. : ill., maps ; 28cm. Contents: 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. James A. Fitzsimmons, Mona J. Fitzsimmons. The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation. Includes bibliographical references and indexes. System 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. Service industries Management HD9980.5.F549 658 0072823739 (alk. paper) text, part of 0072868201 0071214577 (international : alk. paper) 2003043003 DLC 030206 20210414113932.0 13085062