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Service Management: Operations, Strategy, Information Technology

Service Management: Operations, Strategy, Information Technology

9th Edition
By Sanjeev Bordoloi and James Fitzsimmons and Mona Fitzsimmons
ISBN10: 1259784630
ISBN13: 9781259784637
Copyright: 2019
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Program Details

PART ONE Understanding Services
1 The Service Economy
2 Service Strategy

PART TWO Designing the Service Enterprise
3 New Service Development
4 The Service Encounter
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location

PART THREE Managing Service Operations
9 Service Supply Relationships
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation

PART FOUR Quantitative Models for Service Management
14 Forecasting Demand for Services
15 Managing Service Inventory
16 Managing Service Projects