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Service Management: Operations, Strategy, Information Technology

Service Management: Operations, Strategy, Information TechnologyFormat : Softcover
ISBN : 1260092429
ISBN13 : 9781260092424
Publisher(s) : McGraw-Hill
Pub. Date : Jan 2018
Edition : 9th
Author(s) : Sanjeev K. Bordoloi, James A Fitzsimmons, Mona J Fitzsimmons
Subject : Business & Economics
The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.

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