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ISE Service Management: Operations, Strategy, Information Technology

Sanjeev K. Bordoloi, James A. Fitzsimmons, Mona J. Fitzsimmons · ISBN 9781260289152
ISE Service Management: Operations, Strategy, Information Technology | Zookal Textbooks | Zookal Textbooks
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Publisher McGraw-Hill Education
Author(s) Sanjeev K. Bordoloi / James A. Fitzsimmons / Mona J. Fitzsimmons
Edition 9
Published 4th March 2018
Related course codes SIT794 - Services Management, BUSS5428 - Service Management


The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.

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