9780072868203

Service Management, 4/e by James and Mona Fitzsimmons is the best-selling text in this market and includes fantastic and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management, 4/e also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.

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. The Service Encounter
Chapter 6. Service Quality
Chapter 7. E-Service
Chapter 8. Service Facility Location
Chapter 9. The Supporting Facility
Part III Managing Service Operations
Chapter 10. Managing Supply and Demand
Chapter 11. Managing Waiting Lines
Chapter 12. Managing Service Supply Relationships
Chapter 13. Managing Facilitating Goods
Chapter 14. Managing Projects
Part IV Toward World-Class Service
Chapter 15. Quality and Productivity Improvement
Chapter 16. Growth and Globalization of Services
Part V Quantitative Models for Service Management
Chapter 17. Forecasting Demand for Services
Chapter 18. Queuing Models and Capacity Planning
Appendix A Areas of a Standard Normal Distribution
Appendix B Uniformly Distributed Random Numbers [0,1]
Appendix C Values of Lq for the M/M/c Queuing Models
Appendix D Equations for Selected Queuing Models

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Service Management w/ Student CD-Rom

Service Management w/ Student CD-Rom

0072868201

Summary

Table of Contents

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. The Service Encounter

Chapter 6. Service Quality

Chapter 7. E-Service

Chapter 8. Service Facility Location

Chapter 9. The Supporting Facility

Part III Managing Service Operations

Chapter 10. Managing Supply and Demand

Chapter 11. Managing Waiting Lines

Chapter 12. Managing Service Supply Relationships

Chapter 13. Managing Facilitating Goods

Chapter 14. Managing Projects

Part IV Toward World-Class Service

Chapter 15. Quality and Productivity Improvement

Chapter 16. Growth and Globalization of Services

Part V Quantitative Models for Service Management

Chapter 17. Forecasting Demand for Services

Chapter 18. Queuing Models and Capacity Planning

Appendix A Areas of a Standard Normal Distribution

Appendix B Uniformly Distributed Random Numbers [0,1]

Appendix C Values of Lq for the M/M/c Queuing Models

Appendix D Equations for Selected Queuing Models

Supplemental Materials