Service Management: With Student CD-Rom - Hardcover

Fitzsimmons, James A.; Fitzsimmons, Mona J.

Hardcover

ISBN 10: 0072868201 ISBN 13: 9780072868203

Publisher: McGraw Hill Higher Education, 2003

Synopsis

Service Management, 4/e by James and Mona Fitzsimmons is the best-selling text in this market and includes fantastic and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management, 4/e also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.

About this title

From the Publisher

New Coverage of Internet and E-commerce Services - Keeping abreast of the current boom in Internet-based services, the authors have added a new chapter focusing on e-commerce and its correlation to the service industry. Examination of Internet services is highlighted by such topics as the design and delivery of electronic services, the electronic service product structure and process structure. Chapter cases emphasize the real-world application of this evolving discipline.
New chapter on Services and the Supply Chain - Acknowledging the importance of discussing services within the overall context of the supply chain, the authors have added a new chapter on the subject. Both the movement of goods to the customer (logistics) and the movement of service providers (distributive workforce) to the customer are covered, addressing such important topics as supplier relationships, alliances, and partnerships within the context of modern purchasing. Contributions of information technology are highlighted throughout, offering students the most comprehensive and up-to-date information on how services operates with respect to supply chain concerns and how technology contributes to the operation.
New Coverage of Simulation Tied to Service Models - The inclusion of the Service Model Simulation Software is accentuated in this new chapter supplement on "Computer Simulation". The process of systems simulation is defined then explored through examples and exercises utilizing Service Model Software.
Updated Software coverage of "Services and Information Technology" - In addition to updating and thoroughly revising the chapter on "Information Technology", relevant material on the subject has now been integrated appropriately in all chapters of the book. Wherever a discussion of information technology occurs within the narrative, the reader is alerted to the fact by means of an icon placed in the margin. In this way, the important link between services and technology is made immediately apparent and accessible to students.
Improved organization of Quantitative Material - In response to reviewers' suggestions, the quantitative material, previously included as a separate section in the back of the book, is now integrated into the narrative. Simplified quantitative supplements corresponding to and complementing the descriptive material are now placed directly following applicable chapters. This arrangement leads to a clearer understanding on the part of students by encouraging them to examine concepts and applications together.

Edition details

• Publisher: McGraw Hill Higher Education
• Publication date: 2003
• ISBN 10: 0072868201
• ISBN 13: 9780072868203
• Binding: Hardcover
• Language: English
• Edition number: 4
• Number of pages: 672