Service management : operations, strategy, information technology James A Fitzsimmons; Sanjeev Bordoloi; Mona J Fitzsimmons
Material type:
TextPublication details: New York, NY : McGraw-Hill, 2014.Description: XVIII, 524 S. : Ill., 28cm graph. DarstISBN: - 9781259010651
- 1259010651
- HD9980.5 .F55
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| HD9980.5 .F549 Service management : | HD9980.5 .F55 Service operations management / | HD9980.5 .F55 Service management : | HD9980.5 .F55 Service management : operations, strategy, information technology | HD9980.5 .H64 Services marketing : | HD9980.5 .H644 Essentials of services marketing / | HD9980.5 .M388 Marketing planning for services / |
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
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