01926cam a2200373 i 4500 20059490 OSt 20211118123810.0 171012s2019 nyua b 001 0 eng 2017048452 9781259010651 (alk. paper) 1259010651 DLC eng DLC rda DLC pcc HD9980.5.F54 658 23 Fitzsimmons, James A. Service management: operations, strategy, information technology. / James A. Fitzsimmons, Mona J. Fitzsimmons, Sanjeev Bordoloi, 8th ed. New York, NY: McGraw-Hill/Irwin, 2014. xvii, 524 p. : ill. ; text txt rdacontent unmediated n rdamedia volume nc rdacarrier 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 -- Service industries Management. Fitzsimmons, Mona J., Bordoloi, Sanjeev 7 cbc orignew 1 ecip 20 y-gencatlg lcc BK 8040 15540 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-11-05 0 HD9980.5.F54(8e) K/1314/1314/19 2021-11-18 00:00:00 2021-11-18 BK