Service operations management / James A. Fitzsimmons, Robert S. Sullivan.
Material type:
TextSeries: McGraw-Hill series in quantitative methods for managementPublication details: New York : McGraw-Hill, c1982.Description: xiv, 449 p. : ill. ; 25 cmISBN: - 0070212155
- HD9980.5 .F55
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| HD9980.5 .D388 Managing services | HD9980.5 .D388 Managing services | HD9980.5 .F55 Service management : | HD9980.5 .F55 Service operations management / | HD9980.5 .F55 Service operations management / | HD9980.5 .F55 Service operations management / | HD9980.5 .Z45 Services marketing : |
1. The postindustrial Era 3
2. The Operations Function in Service Systems 15
3. Evaluation of Service Operations 33
4. Management Systems Simulation 58
5. Linear Programming Models in Services 81
6. Forecasting for Service Operations 115
7. Design of Service Delivery Systems 145
8. Service Facility Location 160
9. Design and Layout of Service Facilities 184
10. Work Design: The Design of Service Personnel Activity 211
11. The Queuing Phenomenon 235
12. Queuing Models and Capacity Planning 257
13. Utilization of Service Capacity 287
14. Service Vehicle Scheduling and Routing 312
15. Project Management: Planning, Scheduling, and Controlling Service Activities 337
16. Measuring and Controlling Service Quality 363
17. Management Information Systems: The Nervous System of service Organizations 387
18. Inventory Management 404
19. Service, Culture, and Society 425
Index 439
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