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Fitzsimmons, James A.

Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons. - 2nd ed. - Boston : McGraw-Hill, c1998. - xxvi, 613 p. : ill. ; 24 cm.

Updated ed. of: Service management for competitive advantage. 1994.

pt. 1. Services and the economy. The role of services in an economy --
The nature of services --
pt. 2. The service concept and competitive strategy. Service strategy --
Services and information technology --
pt. 3. Structuring the service enterprise. The service delivery system --
The supporting facility --
Service facility location --
Managing service projects --
pt. 4. Managing service operations. The service encounter --
Service quality --
Managing queues --
Managing facilitating goods --
Managing capacity and demand --
pt. 5. Toward world-class service. Productivity and quality improvement --
Growth and expansion --
pt. 6. Quantitative models with service applications. Forecasting demand for services --
Queuing models and capacity planning --
Linear programming models in services.

ISBN: 0070217602 (alk. paper)

ISSN: 9780070217607

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

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