000			02296cam a2200409 a 4500
001			BDZ0007904830
003			StDuBDS
005			20190531155641.0
008			071030s2008 nyua b 001 0 eng d
020			_a9780071263467: _c£41.99
020			_a0071263462
040			_aStDuBDS _beng _cStDuBDS _dUk _dStDuBDSZ
072		7	_aKJT _2thema
082			_a658
100	1		_aFitzsimmons, James A. _913778
245	1	0	_aService management : _boperations, strategy, information technology / _cJames A. Fitzsimmons, Mona J. Fitzsimmons.
250			_a6th ed., international ed.
260			_aNew York, NY : _bMcGraw-Hill/Irwin ; _a[London : _bMcGraw-Hill [distributor], _c2008.
300			_axvii, 537 p. : _bill. (some col.) ; _c28 cm. + _e1 CD-ROM.
500			_aCW018
500			_aPrevious ed.: published as by James A. Fitzsimmons and Mona J. Fitzsimmons. Boston, Mass.; London: McGraw-Hill, 2006.
504			_aIncludes bibliographical references and index.
505			_a[PART I: Understanding Services] Chapter 1: The Role of Services in an Economy -- Chapter 2: The Nature of Services -- Chapter 3: Service Strategy
505			_a[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
505			_a[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
505			_a[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.
590			_a58.05
650		0	_aService industries _xManagement _97366
650		7	_aOperational research _2thema
902			_a170106
907			_a.b10332959 _bmulti _c-
942			_n0
998			_b6 _c080724 _dm _ea _f- _g0
999			_c31512 _d31512