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

By: Fitzsimmons, James A.
Contributor(s): Fitzsimmons, Mona J.
Series: The McGraw-Hill/Irwin Series in Operations Management.Publisher: Boston, Mass. : McGraw-Hill/Irwin, 2006Edition: 5th ed., Int. ed.Description: xiv, 605 p. : ill. ; 27 cm. + 1 CD-ROM (4 3/4 in.).ISBN: 0071244409.Subject(s): Service industries -- ManagementDDC classification: 658
Contents:
Part one: Understanding services: 1. The role of services in an economy - 2. The nature of services. - 3. Service strategy. -- Part two: Designing the service enterprise: 4. New Service Development - 5. Technology in Services - 6. Service quality - 7. The service encounter - 8. The supporint facility - 9. Service facility location - 10. Managing projects -- Part three: Managing service operations: 11. Forecasting demand for services - 12. Managing capacity and demand - 13. Managing waiting lines - 14. Capacity planning and queuing models - 15. Service supply relationships - 16. Managing facilitating goods - 17. Growth and globalization of services.
Item type Current location Shelf location Call number Copy number Status Notes Date due Barcode
Accompanying Material (Media Resource) Taylor's Library-TU
658 FIT (Browse shelf) 1 Available SHTEx,70004,03,RM 1000806664
Main Collection Taylor's Library-TU

Floor 4, Shelf 23 , Side 1, TierNo 5, BayNo 3

658 FIT (Browse shelf) 1 Available SHTEx,70004,03,RM 5000028175

Includes bibliographical references and indexes.

Part one: Understanding services: 1. The role of services in an economy - 2. The nature of services. - 3. Service strategy. -- Part two: Designing the service enterprise: 4. New Service Development - 5. Technology in Services - 6. Service quality - 7. The service encounter - 8. The supporint facility - 9. Service facility location - 10. Managing projects -- Part three: Managing service operations: 11. Forecasting demand for services - 12. Managing capacity and demand - 13. Managing waiting lines - 14. Capacity planning and queuing models - 15. Service supply relationships - 16. Managing facilitating goods - 17. Growth and globalization of services.