具体描述
1. The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors.
2. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic.
3. The integration of technology, operations, and human behavior is recognized as central to effective service management.
4. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment.
5. To motivate the reader, a vignette of a well-known company starts each chapter, illustrating the strategic nature of the topic to be covered.
6. Each chapter has a preview, closing summary, key terms and definitions, service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.
2. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic.
3. The integration of technology, operations, and human behavior is recognized as central to effective service management.
4. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment.
5. To motivate the reader, a vignette of a well-known company starts each chapter, illustrating the strategic nature of the topic to be covered.
6. Each chapter has a preview, closing summary, key terms and definitions, service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.
著者信息
作者简介
Sanjeev Bordoloi
现职：University of St. Thomas
James A. Fitzsimmons
现职：University of Texas
Mona J. Fitzsimmons
Sanjeev Bordoloi
现职：University of St. Thomas
James A. Fitzsimmons
现职：University of Texas
Mona J. Fitzsimmons
图书目录
PART I: UNDERSTANDING SERVICES
Ch 1 The Service Economy
Ch 2 Service Strategy
PART II: DESIGNING THE SERVICE ENTERPRISE
Ch 3 New Service Development
Ch 4 The Service Encounter
Ch 5 Supporting Facility and Process Flows
Ch 6 Service Quality
Ch 7 Process Improvement
Ch 8 Service Facility Location
PART III: MANAGING SERVICE OPERATIONS
Ch 9 Service Supply Relationships
Ch 10 Globalization of Services
Ch 11 Managing Capacity and Demand
Ch 12 Managing Waiting Lines
Ch 13 Capacity Planning and Queuing Models
PART IV: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
Ch 14 Forecasting Demand for Services
Ch 15 Managing Service Inventory
Ch 16 Managing Service Projects
Ch 1 The Service Economy
Ch 2 Service Strategy
PART II: DESIGNING THE SERVICE ENTERPRISE
Ch 3 New Service Development
Ch 4 The Service Encounter
Ch 5 Supporting Facility and Process Flows
Ch 6 Service Quality
Ch 7 Process Improvement
Ch 8 Service Facility Location
PART III: MANAGING SERVICE OPERATIONS
Ch 9 Service Supply Relationships
Ch 10 Globalization of Services
Ch 11 Managing Capacity and Demand
Ch 12 Managing Waiting Lines
Ch 13 Capacity Planning and Queuing Models
PART IV: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
Ch 14 Forecasting Demand for Services
Ch 15 Managing Service Inventory
Ch 16 Managing Service Projects
图书序言
图书试读
None
用户评价
相关图书
本站所有内容均为互联网搜索引擎提供的公开搜索信息，本站不存储任何数据与内容，任何内容与数据均与本站无关，如有需要请联系相关搜索引擎包括但不限于百度，google,bing,sogou 等
© 2025 ttbooks.qciss.net All Rights Reserved. 小特书站 版权所有