Service management :
Fitzsimmons, James A.
Service management : operations, strategy, information technology / James A. Fitzsimmons, Mona J. Fitzsimmons. - 7th ed. - Boston : McGraw-Hill, c2011. - xviii, 541 p. : ill. ; 28 cm.
"McGraw-Hill international edition"--Cover.
PART I: Understanding Services Chapter 1: The Role of Services in an Economy Chapter 2: The Nature of Services Chapter 3: Service Strategy PART II: Designing the Service Enterprise Chapter 4: New Service Development Chapter 5: Technology in Services Chapter 6: Service Quality Chapter 7: Supporting Facility and Process Flows Chapter 8: Process Improvement Chapter 9: The Service Encounter Chapter 10: Service Facility Location PART III: Managing Service Operations Chapter 11: Managing Capacity and Demand Chapter 12: Managing Waiting Lines Chapter 13: Service Supply Relationships Chapter 14: Growth and Globalization of Services Chapter 15: Managing Projects PART IV: Quantitative Models for Service Management Chapter 16: Capacity Planning and Queuing Models (Computer Simulation) Chapter 17: Forecasting Demand for Services Chapter 18: Managing Facilitating Goods Appendices: Areas of a Standard Normal Distribution Uniformly Distributed Random Numbers [0,1] Values of Lq for the M/M/c Queuing Model Equations for Selected Queuing Models Index
9780071289276 (international ed. : pbk.) 0071289275 (international ed. : pbk.) 9780073403359 0073403350
Service industries--Management.
HD9980.5 / .F549
Service management : operations, strategy, information technology / James A. Fitzsimmons, Mona J. Fitzsimmons. - 7th ed. - Boston : McGraw-Hill, c2011. - xviii, 541 p. : ill. ; 28 cm.
"McGraw-Hill international edition"--Cover.
PART I: Understanding Services Chapter 1: The Role of Services in an Economy Chapter 2: The Nature of Services Chapter 3: Service Strategy PART II: Designing the Service Enterprise Chapter 4: New Service Development Chapter 5: Technology in Services Chapter 6: Service Quality Chapter 7: Supporting Facility and Process Flows Chapter 8: Process Improvement Chapter 9: The Service Encounter Chapter 10: Service Facility Location PART III: Managing Service Operations Chapter 11: Managing Capacity and Demand Chapter 12: Managing Waiting Lines Chapter 13: Service Supply Relationships Chapter 14: Growth and Globalization of Services Chapter 15: Managing Projects PART IV: Quantitative Models for Service Management Chapter 16: Capacity Planning and Queuing Models (Computer Simulation) Chapter 17: Forecasting Demand for Services Chapter 18: Managing Facilitating Goods Appendices: Areas of a Standard Normal Distribution Uniformly Distributed Random Numbers [0,1] Values of Lq for the M/M/c Queuing Model Equations for Selected Queuing Models Index
9780071289276 (international ed. : pbk.) 0071289275 (international ed. : pbk.) 9780073403359 0073403350
Service industries--Management.
HD9980.5 / .F549