Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.
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TextPublication details: Boston : McGraw-Hill, c1998.Edition: 2nd edDescription: xxvi, 613 p. : ill. ; 24 cmISBN: - 0070217602 (alk. paper)
- 9780070217607
- HD9980.5 .F549
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| HD9980.5 .F549 Service management : | HD9980.5 .F549 Service management : | HD9980.5 .F549 Service management : | HD9980.5 .F549 Service management : | HD9980.5 .F549 2001 Service management : | HD9980.5 .F55 Service operations management / | HD9980.5 .F55 Service operations management / |
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.
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