Service Management : Operations, Strategy, and Information Technology

by FITZSIMMONS

• ISBN13: 9780072823738
• ISBN10: 0072823739
• Edition: 4th
• Format: Hardcover
• Copyright: 2004-01-01
• Publisher: MCG

Summary

Service Management is the best-selling text in this market and includes compelling and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.

Table of Contents

Understanding Services
The Role of Services in an Economy	p. 3
The Nature of Services	p. 21
Service Quality	p. 43
Service Strategy	p. 83
Designing the Service Enterprise
New Service Development and Process Design	p. 109
The Supporting Facility	p. 143
Service Facility Location	p. 171
The Service Encounter	p. 203
Internet Service	p. 239
Managing Service Operations
Forecasting Demand for Services	p. 261
Managing Waiting Lines	p. 289
Queuing Models and Capacity Planning	p. 333
Managing Capacity and Demand	p. 365
Managing Facilitating Goods	p. 403
Service Supply Chain Management	p. 439
Managing Service Projects	p. 473
Linear Programming Applications in Services	p. 513
Toward World-Class Service
Productivity and Quality Improvement	p. 553
Growth and Expansion	p. 601
Areas of Standard Normal Distribution	p. 627
Uniformly Distributed Random Numbers [0,1]	p. 628
Values of Lq for the M/M/c Queuing Model	p. 629
Equations for Selected Queuing Models	p. 631
Indexes	p. 635
Table of Contents provided by Blackwell. All Rights Reserved.