Service Management for Competitive Advantage

Name: Service Management for Competitive Advantage
Price: 8.82 USD
Availability: InStock
ISBN: 9780070212176

ISBN-10: 0070212171

ISBN-13: 9780070212176

Edition: 1st

Authors: James A. Fitzsimmons, Mona J. Fitzsimmons

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Description:

James Fitzsimmons' 1982 McGraw-Hill text, Service Operations Management, the first book on the topic, defined the field of service operations management. Fitzsimmons is now senior author of an all new 1994 service management text which sets the paradigm for service management for the 1990s. This junior/senior/graduate text is distinguished by its unique focus on service management for competitive advantage and by its integration of the author's first-hand experiences and research with numerous service firms. Its highly readable presentation is designed to appeal even to students with little business experience.

Book details

Edition: 1st
Publisher: McGraw-Hill Companies, The
Binding: Hardcover
Pages: 462
Size: 6.75" wide x 9.75" long x 1.00" tall
Weight: 1.738
Language: English

Preface
Overview of the Book
The Role of Services in an Economy	p. 3
The Nature of Services	p. 20
Service Strategy and Market Position	p. 39
Strategic Role of the Information Resource	p. 57
The Service Delivery System	p. 71
Service Facility Design and Layout	p. 107
Service Facility Location	p. 130
The Service Encounter	p. 161
Service Quality	p. 188
Managing Supply and Demand	p. 234
Managing Queues	p. 264
Productivity and Quality Improvement	p. 293
Growth and Expansion	p. 328
Forecasting Demand for Services	p. 349
Queuing Models and Capacity Planning	p. 375
Linear Programming Models in Services	p. 411
Appendix: Areas of a Standard Normal Distribution	p. 447
Name Index	p. 449
Subject Index	p. 453
Table of Contents provided by Blackwell. All Rights Reserved.