Service management : operations, strategy, information technology / Sanjeev K. Bordoloi, James A. Fitzsimmons, Mona J. Fitzsimmons.

ISBN:

9781260092424

Title:

Author:

Bordoloi, Sanjeev, author.

Personal Author:

Bordoloi, Sanjeev, author.

Edition:

Ninth edition.

Physical Description:

xx, 520 pages : illustrations ; 27 cm.

Subject Term:

Service industries -- Management.

Added Author:

Fitzsimmons, Mona J.,

Fitzsimmons, James A.,

Format:

Books

Publication Date:

2019

Publication Information:

New York :

McGraw-Hill,

[2019].

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812 BOR	Not for loan	1	Standard shelving location	Searching... Unknown

The ninth 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.

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