Service Management: Operations, Strategy, Information Technology

by James A. Fitzsimmons, Mona J. Fitzsimmons, Sanjeev Bordoloi

The eighth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.

Genres: Business, Textbooks

524 pages, Paperback

First published August 1, 1997

Reviews

[Phan Van · Rating 5 out of 5]

An excellent book!

[Raimond Wüst]

Great book for teaching

[Suzita Kamaluddin · Rating 5 out of 5]

It useful for a references

[Nguyễn Thảo · Rating 5 out of 5]

i needn it

[Evangeline Cuazon]

nice