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

By:

Fitzsimmons, James A

Contributor(s):

Series: The McGraw-Hill/Irwin series operations and decision sciencesPublisher: New York : McGraw-Hill, c2014Edition: Eight editionDescription: xviii, 524 pages : illustrations ; 28 cmContent type:

text

Media type:

unmediated

Carrier type:

volume

ISBN:

9780078024078 [paperback]

Subject(s):

Service industries -- Management

DDC classification:

658 F58 2014

Contents:

Chapter one The service economy -- Chapter two Service strategy -- Chapter three New service development -- Chapter four the service encounter -- Chapter five Supporting facility and process flows -- Chapter six Service quality -- Chapter seven Process improvement -- Chapter Service facility location -- Chapter nine Service supply relationships -- Chapter ten Globalization of services -- Chapter eleven Managing capacity and demand -- Chapter twelve Managing waiting lines -- Chapter thirteen Capacity planning and queuing models -- Chapter fourteen Forecasting demand for services -- Chapter fifteen Managing service inventory -- Chapter sixteen Managing service projects

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Holdings
Item type	Current library	Call number	Status	Date due	Barcode
Reference	Graduate School Library Annex	658 F58 2014 (Browse shelf(Opens below))	Available		UC12-000003838

Includes bibliographical references and index.

English

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