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

By: Fitzsimmons, James AContributor(s): Fitzsimmons, Mona J | Bordoloi, SanjeevMaterial type: TextTextPublisher: New York, NY: McGraw-Hill/Irwin, 2014Edition: 8th edDescription: xvii, 524 p. : illContent type: text Media type: unmediated Carrier type: volumeISBN: 9781259010651; 1259010651Subject(s): Service industries -- ManagementDDC classification: 658 LOC classification: HD9980.5.F54
Contents:
The service economy -- Service strategy -- Designing the service enterprise -- New service development -- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Supplement: data envelopment analysis (DEA) -- Service facility location -- Managing service operations -- Service supply relationships -- Globalization of services -- Managing capacity and demand -- Managing waiting lines -- Capacity planning and queuing models -- Supplement : computer simulation -- Quantitative models for service management -- Forecasting demand for services -- Managing service inventory -- Managing service projects --
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Books Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY
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HD9980.5.F54(8e) (Browse shelf) Available K/1314/1314/19

Revised edition of the authors' Service management, 2014.

Includes bibliographical references and indexes.

The service economy -- Service strategy -- Designing the service enterprise -- New service development -- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Supplement: data envelopment analysis (DEA) -- Service facility location -- Managing service operations -- Service supply relationships -- Globalization of services -- Managing capacity and demand -- Managing waiting lines -- Capacity planning and queuing models -- Supplement : computer simulation -- Quantitative models for service management -- Forecasting demand for services -- Managing service inventory -- Managing service projects --

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