Service management : operations, strategy, information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.
Material type:
TextPublication details: New York, NY : McGraw-Hill/Irwin ; [London : McGraw-Hill [distributor], 2008.Edition: 6th ed., international edDescription: xvii, 537 p. : ill. (some col.) ; 28 cm. + 1 CD-ROMISBN: - 9780071263467:
- 0071263462
- 658
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|---|---|---|---|---|---|---|
| General Lending | Carlow Campus Library General Lending | 658 (Browse shelf(Opens below)) | 1 | Available | 64200 | |
| General Lending | Wexford Campus Library Wexford General Lending | 658 (Browse shelf(Opens below)) | 1 | Available | 78679 | |
| General Lending | Wexford Campus Library Wexford General Lending | 658 (Browse shelf(Opens below)) | 1 | Available | 57520 | |
| General Lending | Wicklow Campus Library Wicklow County Campus Lending | 658 (Browse shelf(Opens below)) | 0 | Available | 63022 | |
| General Lending | Wicklow Campus Library Wicklow County Campus Lending | 658 (Browse shelf(Opens below)) | 1 | Available | 63020 | |
| General Lending | Wicklow Campus Library Wicklow County Campus Lending | 658 (Browse shelf(Opens below)) | 1 | Available | 63023 |
CW018
Previous ed.: published as by James A. Fitzsimmons and Mona J. Fitzsimmons. Boston, Mass.; London: McGraw-Hill, 2006.
Includes bibliographical references and index.
[PART I: Understanding Services] Chapter 1: The Role of Services in an Economy -- Chapter 2: The Nature of Services -- Chapter 3: Service Strategy
[PART II: Designing the Service Enterprise] Chapter 4: New Service Development -- Chapter 5: Technology in Services -- Chapter 6: Service Quality -- Chapter 7: Process Improvement (DEA supplement) -- Chapter 8: The Service Encounter -- Chapter 9: Supporting Facility and Process Flows -- Chapter 10: Service Facility Location
[PART III: Managing Service Operations] Chapter 11: Managing Capacity and Demand -- Chapter 12: Managing Waiting Lines -- Chapter 13: Service Supply Relationships -- Chapter 14: Growth and Globalization of Services -- Chapter 15: Managing Projects
[PART IV: Quantitative Models for Service Management] Chapter 16: Capacity Planning and Queuing Models (Computer Simulation) -- Chapter 17: Forecasting Demand for Services -- Chapter 18: Managing Facilitating Goods.
58.05