Complete eTextbook Content:
PART ONE Understanding Services
Chapter 1: The Service Economy
Chapter 2: Service Strategy
PART TWO Designing the Service Enterprise
Chapter 3: New Service Development
Chapter 4: The Service Encounter
Chapter 5: Supporting Facility and Process Flows
Chapter 6: Service Quality
Chapter 7: Process Improvement
Chapter 8: Service Facility Location
PART THREE Managing Service Operations
Chapter 9: Service Supply Relationships
Chapter 10: Globalization of Services
Chapter 11: Managing Capacity and Demand
Chapter 12: Managing Waiting Lines
Chapter 13: Capacity Planning and Queuing Models
PART FOUR Quantitative Models for Service Management
Chapter 14: Forecasting Demand for Services
Chapter 15: Managing Service Inventory
Chapter 16: Managing Service Projects
Appendix A: Areas of Standard Normal Distribution
Appendix B: Uniformly Distributed Random Numbers [0, 1]
Appendix C: Values of Lq for the M/M/c Queuing Model
Appendix D: Equations for Selected Queuing Models
Name: Service Management: Operations, Strategy, Information Technology 9th Edition
Author: Sanjeev Bordoloi, James Fitzsimmons, Mona Fitzsimmons
This is a eBook for the acutal textbook of Service Management: Operations, Strategy, Information Technology 9th Edition, by Sanjeev Bordoloi, James Fitzsimmons, Mona Fitzsimmons.
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1) A COMPLETE eBook 545 Pages), with all single page and Chapters, Color Version. Same as the original textbook. Comes with PDF file format. Can be read by Adobe Reader.
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