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Service management : = operations, s...

Fitzsimmons, James A.

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Service management : = operations, strategy, and information technology /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Service management :/ James A. Fitzsimmons, Mona J. Fitzsimmons.
Reminder of title:	operations, strategy, and information technology /
Author:	Fitzsimmons, James A.
other author:	Fitzsimmons, James A.
Published:	Boston :McGraw-Hill, : c1998.,
Description:	xxvi, 613 p. :ill. ;24 cm.
Notes:	Updated ed. of: Service management for competitive advantage. 1994.
[NT 15003449]:	pt. 1. Services and the economy. The role of services in an economy -- The nature of services -- pt. 2. The service concept and competitive strategy. Service strategy -- Services and information technology -- pt. 3. Structuring the service enterprise. The service delivery system -- The supporting facility -- Service facility location -- Managing service projects -- pt. 4. Managing service operations. The service encounter -- Service quality -- Managing queues -- Managing facilitating goods -- Managing capacity and demand -- pt. 5. Toward world-class service. Productivity and quality improvement -- Growth and expansion -- pt. 6. Quantitative models with service applications. Forecasting demand for services -- Queuing models and capacity planning -- Linear programming models in services.
Subject:	Service industries - Management. -
ISBN:	0070217602 (alk. paper)

Service management : = operations, strategy, and information technology /
Fitzsimmons, James A.

Service management :operations, strategy, and information technology /James A. Fitzsimmons, Mona J. Fitzsimmons. - 2nd ed. - Boston :McGraw-Hill,c1998. - xxvi, 613 p. :ill. ;24 cm.

Updated ed. of: Service management for competitive advantage. 1994.

Includes bibliographical references and indexes.

pt. 1. Services and the economy. The role of services in an economy -- The nature of services -- pt. 2. The service concept and competitive strategy. Service strategy -- Services and information technology -- pt. 3. Structuring the service enterprise. The service delivery system -- The supporting facility -- Service facility location -- Managing service projects -- pt. 4. Managing service operations. The service encounter -- Service quality -- Managing queues -- Managing facilitating goods -- Managing capacity and demand -- pt. 5. Toward world-class service. Productivity and quality improvement -- Growth and expansion -- pt. 6. Quantitative models with service applications. Forecasting demand for services -- Queuing models and capacity planning -- Linear programming models in services.

ISBN: 0070217602 (alk. paper)

LCCN: 97008293Subjects--Topical Terms:

645927
Service industries
--Management.

LC Class. No.: HD9980.5 / .F549 1998

Dewey Class. No.: 658

Service management : = operations, strategy, and information technology /
LDR:01739cam a2200277 a 45 001 785201
003 OCoLC
005 20090507
008 090507s1998 nyua b 001 0 eng
010 $a 97008293
020 $a 0070217602 (alk. paper)
020 $a 0071157093 (international ed. : pbk.)
020 $a 9780070217607 (alk. paper)
020 $a 9780071157094 (international ed. : pbk.)
035 $a (OCoLC)36582006
035 $a ocm36582006
040 $a DLC $c DLC $d GHG $d NLGGC $d BTCTA $d YDXCP $d NDHUL
049 $a NDHA
050 0 0 $a HD9980.5 $b .F549 1998
082 0 0 $a 658 $2 21
100 $a Fitzsimmons, James A. $3 693544
245 1 0 $a Service management : $b operations, strategy, and information technology / $c James A. Fitzsimmons, Mona J. Fitzsimmons.
250 $a 2nd ed.
260 $a Boston : $c c1998. $b McGraw-Hill,
300 $a xxvi, 613 p. : $b ill. ; $c 24 cm.
500 $a Updated ed. of: Service management for competitive advantage. 1994.
504 $a Includes bibliographical references and indexes.
505 0 $a pt. 1. Services and the economy. The role of services in an economy -- The nature of services -- pt. 2. The service concept and competitive strategy. Service strategy -- Services and information technology -- pt. 3. Structuring the service enterprise. The service delivery system -- The supporting facility -- Service facility location -- Managing service projects -- pt. 4. Managing service operations. The service encounter -- Service quality -- Managing queues -- Managing facilitating goods -- Managing capacity and demand -- pt. 5. Toward world-class service. Productivity and quality improvement -- Growth and expansion -- pt. 6. Quantitative models with service applications. Forecasting demand for services -- Queuing models and capacity planning -- Linear programming models in services.
650 $a Service industries $x Management. $3 645927
700 $a Fitzsimmons, James A. $t Service management for competitive advantage. $3 928604
700 $a Fitzsimmons, Mona J. $3 693543