Service Management / Edition 3

Service Management / Edition 3

ISBN-10:
0072424192
ISBN-13:
9780072424195
Pub. Date:
08/01/2000
Publisher:
McGraw-Hill Companies, The

Hardcover

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Overview

Service Management / Edition 3

Service Management is the best-selling text in this market and includes compelling and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.

Product Details

ISBN-13: 9780072424195
Publisher: McGraw-Hill Companies, The
Publication date: 08/01/2000
Edition description: Older Edition
Pages: 640
Product dimensions: 8.20(w) x 10.30(h) x 1.20(d)

Table of Contents

PART ONE Understanding Services
The Role Of Services In An Economy
3(18)
The Nature Of Services
21(22)
Service Quality
43(40)
Service Strategy
83(26)
PART TWO Designing the Service Enterprise
New Service Development And Process Design
109(34)
The Supporting Facility
143(28)
Service Facility Location
171(32)
The Service Encounter
203(36)
Internet Service
239(22)
PART THREE Managing Service Operations
Forecasting Demand for Services
261(28)
Managing Waiting Lines
289(44)
Queuing Models and Capacity Planning
333(32)
Managing Capacity and Demand
365(38)
Managing Facilitating Goods
403(36)
Service Supply Chain Management
439(34)
Managing Service Projects
473(40)
Linear Programming Applications in Services
513(40)
PART FOUR Toward World-Class Service
Productivity and Quality Improvement
553(48)
Growth and Expansion
601(26)
Appendix A Areas of a Standard Normal Distribution 627(1)
Appendix B Uniformly Distributed Random Numbers [0,1] 628(1)
Appendix C Values of Lq for the M/M/c Queuing Model 629(2)
Appendix D Equations for Selected Queuing Models 631(4)
Indexes 635

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