| INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781260092424 |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Call number |
658 BO SE |
| MAIN ENTRY--PERSONAL NAME |
|---|
| Authors |
Bordoloi, Sanjeev |
| TITLE STATEMENT |
|---|
| Title |
Service management : |
| Subtitle |
operations, strategy, and information technology |
| Statement of responsibility, etc |
Sanjeev Bordoloi, James A. Fitzsimmons, Mona J. Fitzsimmons |
| EDITION STATEMENT |
|---|
| Edition |
9th ed. |
| PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication |
New York, NY : |
| Publisher |
McGraw-Hill, |
| Date |
c2019. |
| PHYSICAL DESCRIPTION |
|---|
| Extent |
xx, 520 p. : |
| Other Details |
ill. ; |
| Size |
28 cm. |
| GENERAL NOTE |
|---|
| General note |
Includes bibliographical references and indexes. |
| CONTENTS |
|---|
| Contents |
Part I: UNDERSTANDING SERVICES Chp. 1 The Role of Services in an Economy Chop. 2 The Nature of Services Chop. 3 Service Strategy Part II: DESIGNING THE SERVICE ENTERPRISE Chop. 4 New service Development Chop. 5 Technology in Services Chop. 6 Service Quality Chop. 7 The Service Encounter Chop. 8 The Supporting Facility Chop. 9 Service Facility Location Chop. 10 Managing Projects Part III: STRUCTURING MANAGING SERVICE OPERATIONS Chop. 11 Forecasting Demand for Services Chop. 12 Managing Capacity and Demand Chop. 13 Managing Waiting Lines Chop. 14 Capacity Planning and Queuing Models Chop. 15 Service Supply Relationships Chop. 16 Managing Facilitating Goods Chop 17 Growth and Globalization of Services Appendix A: AREAS OF A STANDARD NORMAL DISTRIBUTION Appendix B: UNIFORMLY DISTRIBUTED RANDOM NUMBERS[0,1] Appendix AC: VALUES OF LA FOR THE AM/AM/ac QUEUING MODEL Appendix D:EQUATIONS FOR SELECTED QUEUING MODELS. |
| STUDY PROGRAM |
|---|
| Program name |
TBS953 |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical Heading |
Service industries |
| General |
Management |
| ADDED ENTRY |
|---|
| Name |
Fitzsimmons, James A. |
| ADDED ENTRY |
|---|
| Name |
Fitzsimmons, Mona J. |
| ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
https://uow.primo.exlibrisgroup.com/permalink/61UOW_INST/ihdge1/alma991003057809706666 |
| Public note |
eBook |
| ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
https://uowd.box.com/s/fhyukr7nyo7r3mp5k7hn00la3ey2lzxr |
| Public note |
Location Map |
| MAIN ENTRY--PERSONAL NAME |
|---|
| -- |
30297 |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| -- |
19062 |
| ADDED ENTRY |
|---|
| -- |
29972 |
| ADDED ENTRY |
|---|
| -- |
29973 |