Service management : operations, strategy, information technology - Bordoloi, Sanjeev; Fitzsimmons, James A.; Fitzsimmons, Mona J. (New York, NY : McGraw-Hill Education, 2019)
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.
Revised edition of the authors' Service management, 2014.
Includes bibliographical references and indexes.
Keywords: Service industries -- Management