Service Management Operations, Strategy, and Information Technology

A comprehensive academic text on the multifaceted field of service management, covering strategic, operational, and technological aspects. This edition is a Good Paperback without a dust jacket. This volume systematically explores key topics such as: The role and nature of services in an economy, service quality, service strategy, new service development and process design, and the supporting facility. It delves into critical areas including service facility location, the service encounter, Internet services, forecasting demand, and managing waiting lines. Further detailed discussions include queuing models and capacity planning, managing capacity and demand, managing facilitating goods, service supply chain management, and managing service projects. The book also covers linear programming applications in services, productivity and quality improvement, and strategies for growth and expansion. An essential resource for students and professionals in operations and service management.

• Author: Fitzsimmons, James A.; Fitzsimmons, Mona J.
• Publisher: McGraw-Hill
• Year: 2001
• Binding: Paperback
• Condition: Good
• ISBN: 9780071181150