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Service management : operations, strategy, and information technology

By: Contributor(s): Material type: TextPublication details: Boston, McGraw-Hill/Irwin, ©2004.Edition: 4th edDescription: xx, 587 pages :, illustrations 27 cm + maps ;1 computer optical disc (4 3/4 in.)ISBN:
  • 9780072868203
ISSN:
  • 0072957867
  • 9780072823738
  • 0071214577
  • 9780072858754
  • 0072858753
  • 9780071214575
  • 9780072957860
LOC classification:
  • HD9980.5 .F549
Contents:
pt. I, Understanding services -- The role of services in an economy -- The nature of services -- Service strategy -- pt. II, Designing the service enterprise -- New service development -- The service encounter -- Service quality -- E-service -- Service facility location -- The supporting facility -- pt. III, Managing service operations -- Managing supply and demand -- Managing waiting lines -- Managing service supply relationships -- Managing facilitating goods -- Managing projects -- pt. IV, Toward world-class service -- Productivity and quality improvement -- Growth and globalization of services -- pt. V, Quantitative models for service management -- Forecasting demand for services -- Queuing models and capacity planning.
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Holdings
Cover image Item type Current library Home library Collection Shelving location Call number Materials specified Vol info URL Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Books Methodist University Library Main General Stacks HD9980.5 .F549 (Browse shelf(Opens below)) Available 10548
Books Methodist University Library Main General Stacks Reference HD9980.5 .F549 (Browse shelf(Opens below)) Available 12115
Books Methodist University Library Main General Stacks HD9980.5 .F549 (Browse shelf(Opens below)) Available 10549
Books Methodist University Library Main General Stacks Reference HD9980.5 .F549 (Browse shelf(Opens below)) Available 12114
Books Methodist University Library Main General Stacks HD9980.5 .F549 (Browse shelf(Opens below)) Available 12116
Books Methodist University Library Tema General Stacks HD9980.5 .F549 (Browse shelf(Opens below)) Available 22753
Books Methodist University Library Tema General Stacks HD9980.5 .F549 (Browse shelf(Opens below)) Available 22752

Includes index

pt. I, Understanding services --
The role of services in an economy --
The nature of services --
Service strategy --
pt. II, Designing the service enterprise --
New service development --
The service encounter --
Service quality --
E-service --
Service facility location --
The supporting facility --
pt. III, Managing service operations --
Managing supply and demand --
Managing waiting lines --
Managing service supply relationships --
Managing facilitating goods --
Managing projects --
pt. IV, Toward world-class service --
Productivity and quality improvement --
Growth and globalization of services --
pt. V, Quantitative models for service management --
Forecasting demand for services --
Queuing models and capacity planning.

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