Service management

Service management: operations, strategy, information technology

by Bordoloi, Sanjeev

Type Book
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The service economy -- Service strategy -- Designing the service enterprise -- New service development -- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Supplement: data envelopment analysis (dea) -- Service facility location -- Managing service operations -- Service supply relationships -- Globalization of services -- Managing capacity and demand -- Managing waiting lines -- Capacity planning and queuing models -- Supplement : comput…

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Title Statements

  • Full title :Service management : operations, strategy, information technology / Sanjeev Bordoloi, Associate Professor of Operations Management, University of St. Thomas, Minnesota, James A. Fitzsimmons, Seay Professor of Business Emeritus, University of Texas at Austin, Mona J. Fitzsimmons, University of Texas at Austin

Summary

The service economy -- Service strategy -- Designing the service enterprise -- New service development -- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Supplement: data envelopment analysis (dea) -- Service facility location -- Managing service operations -- Service supply relationships -- Globalization of services -- Managing capacity and demand -- Managing waiting lines -- Capacity planning and queuing models -- Supplement : computer simulation? -- Quantitative models for service management -- Forecasting demand for services -- Managing service inventory -- Managing service projects -- Endnote -- Name index -- Subject index

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Edition Statements

  • Publication Date:2018
  • Edition:9 edition

Publication Statements

Notes

Revised edition of the authors' Service management, 2014

The Physical Object

  • Description:Seiten cm

Edition Identifiers

  • ISBN:9781259784637, 1259784630
  • oclc:on1012610601
  • LC Classification:HD9980.5
  • Dewey Decimal:658

Subjects

Dienstleistungsbetrieb Management Service industries -- Management Services (Industrie) -- Gestion

Writers

Bordoloi, Sanjeev Fitzsimmons, James A. Fitzsimmons, Mona J.

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