Service Management for Competitive Advantage

James A. Fitzsimmons, Mona J. Fitzsimmons

ISBN 10: 0071133127 / ISBN 13: 9780071133128

Published by McGraw-Hill Education (ISE Editions) 01/04/1994, 1994

About this Item

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Bibliographic Details

Title: Service Management for Competitive Advantage

Publisher: McGraw-Hill Education (ISE Editions) 01/04/1994

Publication Date: 1994

Binding: Soft cover

Condition: Very Good

About this title

Synopsis:

This new book on service management sets the paradigm service management for the 1990's. An undergraduate text, it is distinguished by its unique focus on service management for competitive advantage and by its integration of the author's first-hand experience and research with numerous service firms. Jargon-free, it treats issues rigorously, contains the most recent data, and is soundly based on the most current scholarly thinking available in the service literature. Quantitative material is separated from conceptual material in the chapter supplements and final section of the text, but statistics is a prerequisite. It emphasises that success in a world-wide market is tied inextricably to quality, innovation, and growth and expansion. Its highly readable presentation is designed to appeal even to students with little business experience, and includes all real-world examples, quality end-of-chapter cases, exercises, and fully-worked examples.