TY  - BOOK
AU  -  	James A Fitzsimmons; 
AU  - Mona J Fitzsimmons
ED  - Mona J Fitzsimmons
TI  - Service management:  operations, strategy, and information technology
SN  - 9780072868203
SN  - 007295786
AV  - HD9980.5 .F549
PY  - 2004///
CY  - Boston
PB  -  McGraw-Hill/Irwin
N1  - 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
ER  -