Service management : operations, strategy, information technology /
Sanjeev Bordoloi, James A. Fitzsimmons, Mona J. Fitzsimmons.
- Ninth edition. International Student edition
- New York, NY : McGraw-Hill Education, c2019.
- xx, 520 pages : illustrations ; 29 cm
Revised edition of the authors' Service management, 2014.
Includes bibliographical references and indexes.
Part One. Understanding services -- The service economy -- Service strategy -- Part Two. Designing the service enterprise -- New service development -- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Service facility location -- Part Three. Managing service operations -- Service supply relationships -- Globalization of services -- Managing capacity and demand -- Managing waiting lines -- Capacity planning and queuing models -- Part four. Quantitative models for service management -- Forecasting demand for services -- Managing service inventory -- Managing service projects -- Appendix: A Areas of standard normal distribution -- B Uniformly distributed random numbers [0,1] -- C Values of L for the M/M/c queuing model -- D Equations for selected queuing models.