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 --