Service Management: Operations, Strategy, Information Technology: 2026 Release ISE

11. Auflage 2026
ISBN: 978-1-265-36969-9
Verlag: Open University Press

Buch, Englisch, Gewicht: 1089 g

Transform your service management courses with Service Management: Operations, Strategy, Information Technology. Designed to address the growing demand for service-focused content, this market-leading title delivers up-to-date real-world coverage, engaging case studies, and tools tailored to both elective and introductory operations management courses. With features like interactive exercises, solved problems, and integrated Connect offerings, it empowers instructors to provide students with a competitive edge in understanding service industries.

Autoren/Hrsg.

Bordoloi, Sanjeev

Fitzsimmons, James

Fitzsimmons, Mona

Inhaltsverzeichnis

PART ONE: UNDERSTANDING SERVICES
1. The Service Economy
2. Service Strategy

PART TWO: DESIGNING THE SERVICE ENTERPRISE
3. New Service Development
4. The Service Encounter
5. Supporting Facility and Process Flows
6. Service Quality
7. Process Improvement Supplement: Data Envelopment Analysis (DEA)
8. Service Facility Location

PART THREE: MANAGING SERVICE OPERATIONS
9. Service Supply Relationships
10. Globalization of Services
11. Managing Capacity and Demand
12. Managing Waiting Lines
13. Capacity Planning and Queuing Models Supplement: Computer Simulation

PART FOUR: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
14. Forecasting Demand for Services
15. Managing Service Inventory
16. Managing Service Projects

APPENDIX
A. Areas of Standard Normal Distribution
B. Uniformly Distributed Random Numbers [0, 1]
C. Values of Lq for the M/M/c Queuing Model
D. Equations for Selected Queuing Models

Über Autor(innen)

Fitzsimmons, James
James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State University–Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.

Fitzsimmons, Mona
James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State University–Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.