Service Management Operations, Strategy, and Information Technology

Name: Service Management Operations, Strategy, and Information Technology
Availability: OutOfStock
ISBN: 9780070217607

ISBN-10: 0070217602

ISBN-13: 9780070217607

Edition: 2nd 1998

Authors: James A. Fitzsimmons, Mona J. Fitzsimmons

List price: $83.13

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Description:

Designed for courses in service management, service operations management, or operations management. This book looks at services and the economy, the service concept and competitive strategy, and managing service operations.

Book details

List price: $83.13
Edition: 2nd
Copyright year: 1998
Publisher: McGraw-Hill Companies, The
Binding: Hardcover
Pages: 640
Weight: 2.376
Language: English

Understanding Services
The Role of Services in an Economy	p. 3
The Nature of Services	p. 21
Service Quality	p. 43
Service Strategy	p. 83
Designing the Service Enterprise
New Service Development and Process Design	p. 109
The Supporting Facility	p. 143
Service Facility Location	p. 171
The Service Encounter	p. 203
Internet Service	p. 239
Managing Service Operations
Forecasting Demand for Services	p. 261
Managing Waiting Lines	p. 289
Queuing Models and Capacity Planning	p. 333
Managing Capacity and Demand	p. 365
Managing Facilitating Goods	p. 403
Service Supply Chain Management	p. 439
Managing Service Projects	p. 473
Linear Programming Applications in Services	p. 513
Toward World-Class Service
Productivity and Quality Improvement	p. 553
Growth and Expansion	p. 601
Areas of Standard Normal Distribution	p. 627
Uniformly Distributed Random Numbers [0,1]	p. 628
Values of Lq for the M/M/c Queuing Model	p. 629
Equations for Selected Queuing Models	p. 631
Indexes	p. 635
Table of Contents provided by Blackwell. All Rights Reserved.