Service management : operations, strategy, and information technology

By: James A. Fitzsimmons, Mona J. FitzsimmonsPublication details: New Delhi : Tata McGraw-Hill Education, c2006. Edition: 5th edDescription: xiv, 605 p. : ill. ; 25 cm. +1 CD-ROMISBN: 9780070615663; 0070615667Subject(s): 1. Service industries -- ManagementDDC classification: 658 FIT
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Holdings
Item type Current library Home library Call number Status Date due Barcode Item holds
English Lending English Lending Villa College Library
Villa College Library
658 FIT (Browse shelf(Opens below)) Withdrawn 2074
Total holds: 0

Contents:
Pt.1. Understanding services
Ch 1. The role of services in an economy
Ch 2. The natural of services
Ch 3. Service strategy
Pt.2. Designing the service
Ch 4. New Service development
Ch 5. Technology in services
Ch 6. Service quality
Ch 7. The service encounter
Ch 8. The supporting facility
Ch 9. Service facility location
Ch 10. Managing projects
Pt.3. Managing service operations
Ch 11. Forecasting demand for services
Ch 12. Managing capacity and demand
Ch 13. Managing waiting lines
Ch 14. Capacity planning and queuing methods
Ch 15. Service supply relationships
Ch 16. Managing facilitating
Ch 17. Growth and globalization of service

Includes bibliographical references and index.

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