| 000 | 01727nam a2200193 4500 | ||
|---|---|---|---|
| 999 |
_c1417 _d1417 |
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| 020 | _a 9781259010651 | ||
| 022 | _a1259010651 | ||
| 050 |
_aHD9980.5 _b.F55 |
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| 100 | _a James A Fitzsimmons; et al | ||
| 245 |
_aService management : operations, strategy, information technology _c James A Fitzsimmons; Sanjeev Bordoloi; Mona J Fitzsimmons |
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| 260 |
_aNew York, NY : _bMcGraw-Hill, _c2014. |
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| 300 |
_aXVIII, 524 S. _b: Ill., _c28cm _e graph. Darst. |
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| 500 | _aIncludes index | ||
| 505 | _a 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 | ||
| 650 |
_a Service industries -- _aManagement. _xManagement. |
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| 700 | _aSanjeev Bordoloi | ||
| 710 | _a Mona J Fitzsimmons | ||
| 942 | _cBK | ||