James A. Fitzsimmons, Mona J. Fitzsimmons

MP Service Management with Student CD with Service Model CD

• Gebundenes Buch

Produktbeschreibung

Service Management, 4/e by James and Mona Fitzsimmons is the best-selling text in this market and includes fantastic 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, 4/e 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.

Produktdetails

• Verlag: McGraw Hill LLC
• Seitenzahl: 672
• Erscheinungstermin: Oktober 2003
• Englisch
• Abmessung: 259mm x 213mm x 28mm
• Gewicht: 1324g
• ISBN-13: 9780072959581
• ISBN-10: 0072959584
• Artikelnr.: 13588217

Inhaltsangabe

Part I Understanding Services Chapter 1. The Role of Services in an Economy
Chapter 2. The Nature of Services Chapter 3. Service Strategy Part II
Designing the Service Enterprise Chapter 4. New Service Development Chapter
5. The Service Encounter Chapter 6. Service Quality Chapter 7. E-Service
Chapter 8. Service Facility Location Chapter 9. The Supporting Facility
Part III Managing Service Operations Chapter 10. Managing Supply and Demand
Chapter 11. Managing Waiting Lines Chapter 12. Managing Service Supply
Relationships Chapter 13. Managing Facilitating Goods Chapter 14. Managing
Projects Part IV Toward World-Class Service Chapter 15. Quality and
Productivity Improvement Chapter 16. Growth and Globalization of Services
Part V Quantitative Models for Service Management Chapter 17. Forecasting
Demand for Services Chapter 18. Queuing Models and Capacity Planning
Appendix A Areas of a Standard Normal Distribution Appendix B Uniformly
Distributed Random Numbers [0,1] Appendix C Values of Lq for the M/M/c
Queuing Models Appendix D Equations for Selected Queuing Models