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Service Management: Operations, Strategy, Information Technology

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Part 1 Understanding Services
Chapter 1 The Service Economy
Chapter 2 Service Strategy

Part 2 Designing the Service Enterprise
Chapter 3 New Service Development
Chapter 4 The Service Encounter
Chapter 5 Supporting Facility and Process Flows
Chapter 6 Service Quality
Chapter 7 Process Improvement
Chapter 8 Service Facility Location

Part 3 Managing Service Operations
Chapter 9 Service Supply Relationships
Chapter 10 Globalization of Service
Chapter 11 Managing Capacity and Demand
Chapter 12 Managing Waiting Lines
Chapter 13 Capacity Planning and Queuing Models

Part 4 Quantitative Models for Service Management
Chapter 14 Forecasting Demand for Services
Chapter 15 Managing Service Inventory
Chapter 16 Managing Service Projects

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Availability

5555129490

338.47 FIT s

Pusat (Sirkulasi)

Available

Detail Information

Series Title

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Call Number

338.47 FIT s

Publisher

New York : McGraw-Hill Education., 2014

Collation

xvii, 524p., Index. 21.5 x 27.5 cm

Language

English

ISBN/ISSN

978-1-259-01065-1

Classification

338.47

Content Type

text

Media Type

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Carrier Type

-

Edition

8

Subject(s)

SERVICE INFORMATION MANAGEMENT SYSTEM

Specific Detail Info

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Statement of Responsibility

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