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.