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Service Management: Operations, Strategy, Information Technology

Service Management: Operations, Strategy, Information Technology

ISBN 9781260167153
Edition 9
Publication Date
Publisher McGraw-Hill Higher Education
Author(s)
Overview
The ninth 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.
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