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James A Fitzsimmons;

Service management : operations, strategy, and information technology - 4th ed - Boston, McGraw-Hill/Irwin, ©2004. - xx, 587 pages :, illustrations 27 cm + maps ;1 computer optical disc (4 3/4 in.)

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.

ISBN: 9780072868203

ISSN: 0072957867 9780072823738 0071214577 9780072858754 0072858753 9780071214575 9780072957860

LC Class. No.: HD9980.5 / .F549