Fitzsimmons, James A.

Service management : operations, strategy, information technology / James A. Fitzsimmons, Mona J. Fitzsimmons and Sanjeev Bordoloi. - Eighth edition. McGraw-Hill International edition. - Boston : McGraw-Hill/Irwin, 2014, c2014. - xviii, 524 pages : color illustrations ; 28 cm. - The McGraw-Hill/Irwin series in operations and decision sciences. McGraw-Hill/Irwin series in operations and decision sciences. .

Includes appendices and index.

Part 1: Understanding services -- Part 2: Designing the service enterprise -- Part 3: Managing service operations -- Part 4: Quantitative models for service management -- Appendix: Areas of Standard Normal Distribution -- Uniformly Distributed Random Numbers -- Values of Lq for the M/M/c Queuing model -- Equations for selected queuing models.

9781259010651


Service industries--Management

HD9980.5 / F58 2014