Service Management

Name: Service Management
Price: 11.84 USD
Availability: InStock
ISBN: 9780072868203

ISBN-10: 0072868201

ISBN-13: 9780072868203

Edition: 4th 2004 (Student Manual, Study Guide, etc.)

Authors: James A. Fitzsimmons, Mona J. Fitzsimmons

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Book details

Edition: 4th
Copyright year: 2004
Publisher: McGraw-Hill Higher Education
Binding: CD-ROM
Pages: 672
Size: 8.00" wide x 10.00" long x 1.00" tall
Weight: 2.838
Language: English

Understanding services	p. 1
The role of services in an economy	p. 3
The nature of services	p. 17
Service strategy	p. 37
Designing the service enterprise	p. 65
New service development	p. 67
The service encounter	p. 97
Service quality	p. 131
E-Service	p. 169
Service facility location	p. 183
The supporting facility	p. 213
Managing service operations	p. 243
Managing supply and demand	p. 245
Managing waiting lines	p. 283
Managing service supply relationships	p. 325
Managing facilitating goods	p. 347
Managing projects	p. 383
Toward world-class service	p. 421
Productivity and quality improvement	p. 423
Growth and globalization of services	p. 469
Quantitative models for service management	p. 493
Forecasting demand for services	p. 495
Queuing models and capacity planning	p. 523
Areas of standard normal distribution	p. 555
Uniformly distributed random numbers [0,1]	p. 557
Values of Lq for the M/M/c queuing model	p. 558
Equations for selected queueing models	p. 560
Table of Contents provided by Blackwell. All Rights Reserved.