Service Management Operations Strategy Information Technology 8th Edition Fitzsimmons Test Bank
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Service Management Operations Strategy Information Technology 8th Edition Fitzsimmons Test Bank.
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Service Management Operations Strategy Information Technology 8th Edition Fitzsimmons Test Bank
Product details:
- ISBN-10 : 0077841204
- ISBN-13 : 978-0077841201
- Author: James A. Fitzsimmons, Mona J. Fitzsimmons, Sanjeev Bordoloi
The eighth 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.
Table contents:
Part I:UNDERSTANDING SERVICES
Chp. 1 The Role of Services in an Econom
yChp. 2 The Nature of Services
Chp. 3 Service Strategy
Part II:DESIGNING THE SERVICE ENTERPRISE
Chp. 4 New service Development
Chp. 5 Technology in Services
Chp. 6 Service Quality
Chp. 7 The Service Encounter
Chp. 8 The Supporting Facility
Chp. 9 Service Facility Location
Chp. 10 Managing Projects
Part III: STRUCTURING MANAGING SERVICE OPERATIONS
Chp. 11 Forecasting Demand for Services
Chp. 12 Managing Capacity and Demand
Chp. 13 Managing Waiting Lines
Chp. 14 Capacity Planning and Queuing Models
Chp. 15 Service Supply Relationships C
hp. 16 Managing Facilitating Goods
Chp 17 Growth and Globalization of Services
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