TY  - BOOK
AU  - Bordoloi, Sanjeev
AU  - Fitzsimmons, James
AU  - Fitzsimmons, Mona
TI  - Service management: operations, strategy, information technology 
SN  - 9789355324870
U1  - 658 
PY  - 2019///
CY  - Chennai
PB  - McGraw-Hill
KW  - Service industries
KW  - Management
N1  - PART ONE: Understanding Services 
1 The Service Economy 
2 Service Strategy
PART TWO: Designing the Service Enterprise 
3 New Service Development 
4 The Service Encounter 
5 Supporting Facility and Process Flows 
6 Service Quality 
7 Process Improvement 
Supplement: Data Envelopment Analysis (DEA) 
8 Service Facility Location 
PART THREE: Managing Service Operations 
9 Service Supply Relationships 
10 Globalization of Services 
11 Managing Capacity and Demand 
12 Managing Waiting Lines 
13 Capacity Planning and Queuing Models 
Supplement: Computer Simulation 
PART FOUR: Quantitative Models for Service Management 
14 Forecasting Demand for Services 
15 Managing Service Inventory 
16 Managing Service Projects 
APPENDIX 
A Areas of Standard Normal Distribution 
B Uniformly Distributed Random Numbers [0, 1] 
C Values of Lq for the M/M/c Queuing Model 
D Equations for Selected Queuing Models 
NAME INDEX 
SUBJECT INDEX
N2  - Learning about the growing field of service operations management requires a textbook that embraces all service industries and addresses the most recent trends. The ninth edition of this text continues to acknowledge and emphasize the essential nature of service management. It maintains the engaging literary style of the prior editions and makes extensive use of examples. Emphasis is focused on the necessity for constant improvement in quality and productivity to effectively compete in a global environment. 
This book is divided into four parts based on the authors’ research and consulting experiences. Each chapter includes a preview, closing summary, key terms and definitions, service benchmark, topics for discussion, an interactive exercise, solved problems and exercises, and cases
ER  -