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ISE Service Management: Operations, Strategy, Information Technology

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  • Author(s)Sanjeev K. Bordoloi / James A. Fitzsimmons / Mona J. Fitzsimmons
  • Edition9
  • Published4th March 2018
  • PublisherMcGraw-Hill Education
  • ISBN9781260092424
  • University course codes
    • Charles Darwin University:MAN511 - Services Management
    • Deakin University:SIT794 - Services Management
    • La Trobe University:MGT5MSO - Management of Service Supply Chain and Operations
    • Monash University:MGF5690 - Services And Operations 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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