000			01670cam a2200217u 4500
999			_c10931 _d10931
001			28710
020			_a0071244409
082			_a.
100	1		_aFitzsimmons, James A. _929972
245	1	0	_aService management : _boperations, strategy, and information technology / _cJames A. Fitzsimmons, Mona J. Fitzsimmons.
250			_a5th ed.
260	0		_aBoston, MA : _bMcGraw-Hill, _c2006.
300			_axiv, 605 p. : _bill. ; + CD-ROM ; _c27 cm.
500			_aIncludes bibliographical references and indexes. +CD-ROM.
505			_aPart 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.
526			_aTBS953
650		4	_aService industries _xManagement. _919062
700			_aFitzsimmons, Mona J. _929973
856			_uhttps://uowd.box.com/s/fhyukr7nyo7r3mp5k7hn00la3ey2lzxr _zLocation Map
942			_cREGULAR _2ddc