TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service management :operations, strategy, and information technology.
SN  - 0072823739 (alk. paper) text, part of 0072868201
AV  - HD9980.5.F549 
U1  - 658 21
PY  - 2004///
CY  - Boston, Mass.
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Management
N1  - 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; 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
ER  -