TY  - BOOK
AU  - Bordoloi, Sanjeev
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - Service Management: Operations, Strategy, Information Technology
SN  - 9781260092424
AV  - HD 9980.5 BOR
PY  - 2019///
CY  - New York
PB  - McGraw-Hill Education
KW  - Service industries - management
N1  - Includes index; 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
ER  -