<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)

James A. Fitzsimmons

Sanjeev Bordoloi

Mona J. Fitzsimmons

McGraw/Hill/Irwin

<p>Bordoloi's Service Management 10e contains extensive coverage of the impacts of COVID-19 including the service innovation and progress experienced by a global pandemic. Written in an engaging literary style, based on research and consulting experience of authors, it focuses on service for competitive advantage and integrates technology, operations, and human behavior and the need for continuous quality improvement to be effective in a global environment. This edition continues to acknowledge and emphasize the essential uniqueness of service management. 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. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. The integration of technology, operations, and human behavior is recognized as central to effective service management. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. Each chapter begins with a vignette of a well-known company to motivate the reader and illustrate the strategic nature of the topic to be covered. Each chapter has a preview, a closing summary, key terms and definitions, a service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.</p>

Connect Access Card for Service Management: Operations, Strategy, Information Technology, 10th Edition

McG Hill

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Books by Sanjeev Bordoloi

See the best price to sell, buy, or rent books by Sanjeev Bordoloi. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

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

Connect Access Card for Service Management: Operations, Strategy, Information Technology, 10th Edition