Service Management Operations Strategy Information Technology 8th Edition Fitzsimmons Test Bank

Service Management Operations Strategy Information Technology 8th Edition Fitzsimmons Test Bank

Product details:

• ISBN-10 ‏ : ‎ 0077841204
• ISBN-13 ‏ : ‎ 978-0077841201
• Author: James A. Fitzsimmons, Mona J. Fitzsimmons, Sanjeev Bordoloi

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.

Table contents:

Part I:UNDERSTANDING SERVICES

Chp. 1 The Role of Services in an Econom

yChp. 2 The Nature of Services

Chp. 3 Service Strategy

Part II:DESIGNING THE SERVICE ENTERPRISE

Chp. 4 New service Development

Chp. 5 Technology in Services

Chp. 6 Service Quality

Chp. 7 The Service Encounter

Chp. 8 The Supporting Facility

Chp. 9 Service Facility Location

Chp. 10 Managing Projects

Part III: STRUCTURING MANAGING SERVICE OPERATIONS

Chp. 11 Forecasting Demand for Services

Chp. 12 Managing Capacity and Demand

Chp. 13 Managing Waiting Lines

Chp. 14 Capacity Planning and Queuing Models

Chp. 15 Service Supply Relationships C

hp. 16 Managing Facilitating Goods

Chp 17 Growth and Globalization of Services

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