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Service Management
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Table of Contents


Service Management: Operations, Strategy, and Information Technology, 5/e

James A. Fitzsimmons, University of Texas at Austin
J. Mona Fitzsimmons

ISBN: 0072982306
Copyright year: 2006

Table of Contents



Part I:UNDERSTANDING SERVICES
Chp. 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
Appendix A:AREAS OF A STANDARD NORMAL DISTRIBUTION
Appendix B:UNIFORMLY DISTRIBUTED RANDOM NUMBERS[0,1]
Appendix AC:VALUES OF LA FOR THE AM/AM/ac QUEUING MODEL
Appendix D:EQUATIONS FOR SELECTED QUEUING MODELS

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