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This is the 6th edition with a publication date of 10/5/2007.
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Balancing conceptual and applied coverage of all aspects of the management and operation of services,Service Managementhas maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on Professional Service Firms highlights IBM's initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and the Mortgage Service Game.
James A. Fitzsimmons is Seay Professor of Business Emeritus, McCombs School of Business, The University of Texas at Austin.
Table of Contents
|The Role of Services in an Economy|
|The Nature of Services|
|Designing the Service Enterprise|
|New Service Development|
|Technology in Services|
|Process Improvement (DEA supplement)|
|The Service Encounter|
|Supporting Facility and Process Flows|
|Service Facility Location|
|Managing Service Operations|
|Managing Capacity and Demand|
|Managing Waiting Lines|
|Service Supply Relationships|
|Growth and Globalization of Services|
|Quantitative Models for Service Management|
|Capacity Planning and Queuing Models (Computer Simulation)|
|Forecasting Demand for Services|
|Managing Facilitating Goods|
|Areas of a Standard Normal Distribution|
|Uniformly Distributed Random Numbers [0,1]|
|Values of Lq for the M/M/c Queuing ModelEquations for Selected Queuing Models|
|Table of Contents provided by Publisher. All Rights Reserved.|