Service Management

Operations, Strategy, Information Technology

James A. Fitzsimmons, Mona J. Fitzsimmons (Autoren)

Buch | Hardcover

640 Seiten

1998 | 2nd Revised edition
McGraw Hill Higher Education (Verlag)
9780070217607 (ISBN)

Infos

Designed for courses in service management, service operations management, or operations management. This book looks at services and the economy, the service concept and competitive strategy, and managing service operations.

Inhalt

Part 1 Services and the economy: the role of services in an economy; the nature of services. Part 2 The service concept and competitive strategy; service strategy; services and information technology. Part 3 Structuring the service enterprise: the service delivery system; the supporting facility; service facility location; managing service projects. Part 4 Managing service operations: the service encounter; service quality; managing queues; managing facilitating goods; managing capacity and demand. Part 5 Toward world-class service: productivity and quality improvement; growth and expansion. Part 6 Quantitative models with service applications: forecasting demand for services; queuing models and capacity planning; linear programming models in services.

Produkt-Details

• Erscheint lt. Verlag: 1.1.1998
• Zusatzinfo: index
• Verlagsort: London
• Sprache: englisch
• Gewicht: 1080 g
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Logistik / Produktion
• ISBN-13: 9780070217607 / 9780070217607
• Zustand: Neuware