Service Management: Operations, Strategy, Information Technology (9 Ed.) | 誠品線上

服務管理

內容簡介

內容簡介 1. 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. 2. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. 3. The integration of technology, operations, and human behavior is recognized as central to effective service management. 4. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. 5. To motivate the reader, a vignette of a well-known company starts each chapter, illustrating the strategic nature of the topic to be covered. 6. Each chapter has a preview, closing summary, key terms and definitions, service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.

作者介紹

作者介紹 Sanjeev Bordoloi現職：University of St. ThomasJames A. Fitzsimmons現職：University of TexasMona J. Fitzsimmons

產品目錄

產品目錄 PART I: UNDERSTANDING SERVICESCh 1 The Service EconomyCh 2 Service StrategyPART II: DESIGNING THE SERVICE ENTERPRISECh 3 New Service DevelopmentCh 4 The Service EncounterCh 5 Supporting Facility and Process FlowsCh 6 Service QualityCh 7 Process ImprovementCh 8 Service Facility LocationPART III: MANAGING SERVICE OPERATIONSCh 9 Service Supply RelationshipsCh 10 Globalization of ServicesCh 11 Managing Capacity and DemandCh 12 Managing Waiting LinesCh 13 Capacity Planning and Queuing ModelsPART IV: QUANTITATIVE MODELS FOR SERVICE MANAGEMENTCh 14 Forecasting Demand for ServicesCh 15 Managing Service InventoryCh 16 Managing Service Projects

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