James A. Fitzsimmons,
University of Texas at Austin J. Mona Fitzsimmons
ISBN: 0072823739 Copyright year: 2003
Table of Contents
Part I:UNDERSTANDING SERVICES
Chapter 1 The Role of Services in an Economy
Chapter 2 The Nature of Services
Chapter 3 Service Strategy Part II:DESIGNING THE SERVICE ENTERPRISE
Chapter 4 New service Development
Chapter 5 Technology in Services
Chapter 6 Service Quality
Chapter 7 The Service Encounter
Chapter 8 The Supporting Facility
Chapter 9 Service Facility Location
Chapter 10 Managing Projects Part III: STRUCTURING MANAGING SERVICE OPERATIONS
Chapter 11 Forecasting Demand for Services
Chapter 12 Managing Capacity and Demand
Chapter 13 Managing Waiting Lines
Chapter 14 Capacity Planning and Queuing Models
Chapter 15 Service Supply Relationships
Chapter 16 Managing Facilitating Goods
Chapter 17 Growth and Globalization of Services
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2003 McGraw-Hill Higher Education