Normal view MARC view ISBD view

James A Fitzsimmons; et al

Service management : operations, strategy, information technology James A Fitzsimmons; Sanjeev Bordoloi; Mona J Fitzsimmons - New York, NY : McGraw-Hill, 2014. - XVIII, 524 S. : Ill., 28cm graph. Darst.

Includes index

PART ONE: Understanding ServicesChapter 1: The Service EconomyChapter 2: Service StrategyPART TWO: Designing the Service EnterpriseChapter 3: New Service DevelopmentChapter 4: The Service EncounterChapter 5: Supporting Facility and Process FlowsChapter 6: Service QualityChapter 7: Process ImprovementSupplement: Data Envelopment Analysis (DEA) 205Chapter 8: Service Facility LocationPART THREE: Managing Service OperationsChapter 9: Service Supply RelationshipsChapter 10: Globalization of ServicesChapter 11: Managing Capacity and DemandChapter 12: Managing Waiting LinesChapter 13: Capacity Planning and Queuing ModelsSupplement: Computer SimulationPART FOUR: Quantitative Models for Service ManagementChapter 14: Forecasting Demand for ServicesChapter 15: Managing Service InventoryChapter 16: Managing Service ProjectsAPPENDIXAppendix A: Areas of Standard Normal DistributionAppendix B: Uniformly Distributed Random Numbers [0, 1]Appendix C: Values of Lq for the M/M/c Queuing ModelAppendix D: Equations for Selected Queuing ModelsNAME INDEXSUBJECT INDEX

ISBN: 9781259010651

ISSN: 1259010651

Subjects--Topical Terms:
Service industries --
Management.--Management.

LC Class. No.: HD9980.5 / .F55