Operations, Strategy, Information Technology Bordoloi, Sanjeev creator Fitzsimmons, James A. Fitzsimmons, Mona J. text New York McGraw-Hill Education c2019 9th ed. monographic xx, 520 pages : Illustrations ; PART ONE Understanding Services; 1 The Service Economy; 2 Service Strategy; PART TWO Designing the Service Enterprise; 3 New Service Development; 4 The Service Encounter; 5 Supporting Facility and Process Flows; 6 Service Quality; 7 Process Improvement; -- Supplement: Data Envelopment Analysis (DEA); 8 Service Facility Location; PART THREE Managing Service Operations; 9 Service Supply Relationships; 10 Globalization of Services; 11 Managing Capacity and Demand; 12 Managing Waiting Lines; 13 Capacity Planning and Queuing Models; -- Supplement: Computer Simulation; PART FOUR Quantitative Models for Service Management; 14 Forecasting Demand for Services; 15 Managing Service Inventory; 16 Managing Service Projects Includes index. Service industries - management HD 9980.5 BOR 9781260092424 1260092429