Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.

By:

Fitzsimmons, James A

Contributor(s):

Fitzsimmons, Mona J

Series: Irwin/McGraw-Hill series in operations and decision sciencesPublisher: Boston : McGraw-Hill/Irwin, c2006Edition: Fifth editionDescription: xiv, 605 pages : illustrations ; 27 cmContent type:

text

Media type:

unmediated

Carrier type:

volume

ISBN:

0072982306 [paperback]

Subject(s):

Service industries -- Management

DDC classification:

658 F58 2006

Online resources:

Table of contents only

Contents:

Chapter one The role of services in an economy -- Chapter two The nature of services -- Chapter three Service strategy -- Chapter four New service development -- Chapter five Technology in services -- Chapter six Service quality -- Chapter seven The service encounter -- Chapter eight The supporting facility -- Chapter nine Service facility location -- Chapter ten Managing projects -- Chapter eleven Forecasting demand for services -- Chapter twelve Managing capacity and demand -- Chapter thirteen Managing waiting lines -- Chapter fourteen Capacity planning and queuing models -- Chapter fifteen Service supply relationships -- Chapter Sixteen Managing facilitating goods -- Chapter seventeen Growth and globalization of services

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Holdings
Item type	Current library	Call number	Status	Date due	Barcode
Reference	Graduate School Library Annex	658 F58 2006 (Browse shelf(Opens below))	Available		UC12-000003949

Includes bibliographical references and index

English

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