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MP Service Management with Service Model Software Access Card

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  • Author(s)James A. Fitzsimmons / Mona J. Fitzsimmons
  • Edition8
  • Published22nd January 2013
  • PublisherMcGraw-Hill Education
  • ISBN9780077841201
  • University course codes
    • Open Universities:LGM350 - Retail and Service Logistics
    • University of New South Wales (UNSW):INFS3632 - Service and Quality Management

The eighth 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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