<p>This new book on service management sets the paradigm service management for the 1990's. An undergraduate text, it is distinguished by its unique focus on service management for competitive advantage and by its integration of the author's first-hand experience and research with numerous service firms. Jargon-free, it treats issues rigorously, contains the most recent data, and is soundly based on the most current scholarly thinking available in the service literature. Quantitative material is separated from conceptual material in the chapter supplements and final section of the text, but statistics is a prerequisite. It emphasises that success in a world-wide market is tied inextricably to quality, innovation, and growth and expansion. Its highly readable presentation is designed to appeal even to students with little business experience, and includes all real-world examples, quality end-of-chapter cases, exercises, and fully-worked examples.</p>

Service Management for Competitive Advantage

Business & Money

James A. Fitzsimmons

Mona J. Fitzsimmons

Economics

McGraw-Hill Education (ISE Editions)

Service Management: Operations, Strategy, and Information Technology

Industries

Mcgraw-Hill College

<p>The eighth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.</p>

Service Management: Operations, Strategy, Information Technology (Custom Edition for Baruch College)

Sanjeev Bordoloi

McGraw/Hill/Irwin

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Books by Mona J. Fitzsimmons