TY  - BOOK
AU  - 
AU  - Fitzsimmons,Mona J.
AU  - 
TI  - Service management: operations, strategy, information technology.
SN  - 9781259010651
AV  - HD9980.5.F54 
U1  - 658 23
PY  - 2014///
CY  - New York, NY
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Management
N1  - 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 --
ER  -