Service management : operations, strategy, information technology /
Sanjeev Bordoloi, Associate Professor of Operations Management, University of St. Thomas, Minnesota, James A. Fitzsimmons, Seay Professor of Business Emeritus, University of Texas at Austin, Mona J. Fitzsimmons.
- Ninth edition.
- xx, 520 pages : illustrations ; 29 cm
Revised edition of the authors' Service management, 2014.
Includes bibliographical references and indexes.
The service economy -- Service strategy -- Designing the service enterprise -- New service development -- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Supplement: data envelopment analysis (dea) -- Service facility location -- Managing service operations -- Service supply relationships -- Globalization of services -- Managing capacity and demand -- Managing waiting lines -- Capacity planning and queuing models -- Supplement : computer simulation? -- Quantitative models for service management -- Forecasting demand for services -- Managing service inventory -- Managing service projects -- Endnote -- Name index -- Subject index.