Fitzsimmons, James A. <br/><br/>
Service management:   operations, strategy, information technology / 
James A. Fitzsimmons, and Mona J. Fitzsimmons. 
 - Sixth edition 
 - Boston:  McGraw-Hill/Irwin,  2008. 
 - xvii, 537 pages:  illustrations;  29 cm. 
<br/><br/> Includes bibliographical references and indexes. 
<br/><br/>Part 1: Understanding Services -- Chapter 1: The Role of Services in an Economy -- Chapter 2: The Nature of Services -- Chapter 3: Service Strategy -- Part 2: Designing the Service Enterprise -- Chapter 4: New Service Development -- Chapter 5: Technology in Services -- Chapter 6: Service Quality -- Chapter 7: Process Improvement -- Chapter 8: The Service Encounter -- Chapter 9: Supporting Facility and Process Flow -- Chapter 10: Service Facility Location -- Part 3: Managing Service Operations -- Chapter 11: Managing Capacity and Demand -- Chapter 12: Managing Waiting Lines -- Chapter 13: Service Supply Relationships -- Chapter 14: Growth and Globalization of Services -- Chapter 15: Managing Projects -- Part 4: Quantitative Models for Service Management -- Chapter 16: Capacity Planning and Queuing Models -- Chapter 17: Forecasting Demand for Services -- Chapter 18: Managing Facilitating Goods -- Appendix -- Name Index -- Subject Index. 
<br/><br/> "The sixth edition of service management: operations, strategy, information technology remains the market leader because of its balanced treatment of conceptual and applied coverage of service operations and management. Both strategic and operational issues pertaining to services are covered, and every chapter has been updated with new material. This edition also contains several new case studies." -- From the Book. 
<br/><br/><label>ISBN: </label>9780077228491 
<br/><br/><label>Source: </label> Asia Foundation - Donation 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management.