| 000 -LEADER |
|---|
| fixed length control field |
30780cam a2207333Ii 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
2257 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
070812s2014 maua b 001 0 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
1259010651 (paperback) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781259010651 (paperback) |
| 040 ## - CATALOGING SOURCE |
|---|
| Description conventions |
rda |
| 049 ## - LOCAL HOLDINGS (OCLC) |
|---|
| Holding library |
TR-IsMEF |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HD9980.5 |
| Item number |
.F58 2014 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Fitzsimmons, James A., |
| Relator term |
author. |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Service management : |
| Remainder of title |
operations, strategy, information technology / |
| Statement of responsibility, etc. |
James A. Fitzsimmons, Seay Professor of Business Emeritus University of Texas, Mona J. Fitzsimmons, Sanjeev Bordoloi, Associate Professor of Operations Management University of St. Thomas |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
Eighth edition. |
| 264 ## - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
Boston : |
| Name of producer, publisher, distributor, manufacturer |
McGraw-Hill/Irwin, |
| Date of production, publication, distribution, manufacture, or copyright notice |
2014. |
| 264 4# - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
©2014. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xviii, 524 pages : |
| Other physical details |
illustrations ; |
| Dimensions |
27 cm. |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
unmediated |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
volume |
| Source |
rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references and indexes. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
The eighth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory. |
| 596 ## - - |
|---|
| - |
1 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries |
| General subdivision |
Management. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Fitzsimmons, Mona J., |
| Relator term |
author. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bordoloi, Sanjeev, |
| Relator term |
author. |
| 900 ## - EQUIVALENCE OR CROSS-REFERENCE-PERSONAL NAME [LOCAL, CANADA] |
|---|
| Personal name |
MEF Üniversitesi Kütüphane katalog kayıtları RDA standartlarına uygun olarak üretilmektedir / MEF University Library Catalogue Records are Produced Compatible by RDA Rules |
| 910 ## - USER-OPTION DATA (OCLC) |
|---|
| User-option data |
Çağlayan. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Koha item type |
Books |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part one understanding services, |
| Pages |
1. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 1 the service economy, |
| Pages |
3. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
3. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
4. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service definitions, |
| Pages |
4. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Facilitating role of services in an economy, |
| Pages |
4. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Economic evolution, |
| Pages |
5. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Stages of economic development, |
| Pages |
6. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Preindustrial society, |
| Pages |
6. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Industrial society, |
| Pages |
7. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Postindustrial society, |
| Pages |
8. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Nature of the service sector, |
| Pages |
9. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The 21st century career, |
| Pages |
10. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The experience economy, |
| Pages |
11. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Consumer service experence, |
| Pages |
11. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Business service experience, |
| Pages |
12. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service dominant logic, |
| Pages |
13. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Distinctive characteristics of service operations, |
| Pages |
14. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer participation, |
| Pages |
15. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Simultaneity, |
| Pages |
15. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Perishability, |
| Pages |
16. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Intangibility, |
| Pages |
16. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Heterogeneity, |
| Pages |
17. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Nontransferrable ownership, |
| Pages |
17. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The service package, |
| Pages |
18. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Grouping services by delivery process, |
| Pages |
20. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Open-systems view of service operations management, |
| Pages |
22. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service benchmark: Walmart is n the fortune 500 list, |
| Pages |
23. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
24. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
24. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topic for discussion, |
| Pages |
24. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
25. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 1.1: village volvo, |
| Pages |
25. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 1.2: xpresso lubr, |
| Pages |
26. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
27. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
28. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 2 service strategy, |
| Pages |
29. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
29. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
29. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The strategic service vision, |
| Pages |
30. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Understanding the competitive environment of services, |
| Pages |
32. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Competitive service strategies, |
| Pages |
33. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Overall cost leadership, |
| Pages |
33. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Differentiation, |
| Pages |
34. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Focus, |
| Pages |
35. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Startegic analysis, |
| Pages |
35. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Porter's five forces analysis, |
| Pages |
35. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
SWOT analysis: strengths, weaknesses, opprtunities, threats, |
| Pages |
36. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Winning customers in the marketplace, |
| Pages |
37. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Qualifiers, |
| Pages |
38. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service winners, |
| Pages |
38. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service losers, |
| Pages |
38. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Sustainability in services, |
| Pages |
38. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Triple bottom line (tTBL), |
| Pages |
39. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The competitive role of information in services, |
| Pages |
41. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Creation of barriers to entry , |
| Pages |
41. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Revenue generation, |
| Pages |
42. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Database asset, |
| Pages |
43. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Productivity enhancement, |
| Pages |
44. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The virtual value chain, |
| Pages |
45. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
First stage (new processes), |
| Pages |
46. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Second stage (new knowledge), |
| Pages |
46. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Third stage (new products), |
| Pages |
46. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Fourth stage (new relationships), |
| Pages |
47. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Economics of sacalability, |
| Pages |
47. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Limits in the use of information, |
| Pages |
48. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Anticompetitive, |
| Pages |
48. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Fairness, |
| Pages |
48. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Invasion of privacy, |
| Pages |
48. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Data security, |
| Pages |
49. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Reliability, |
| Pages |
49. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Using information to categorize customers, |
| Pages |
49. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Stages in service firm competitiveness, |
| Pages |
49. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Available for sefvice, |
| Pages |
49. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Journeyman, |
| Pages |
51. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Distinctive competence achieved, |
| Pages |
51. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
World-class service delivery, |
| Pages |
51. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
51. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service benchmark: outside the box, |
| Pages |
52. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
52. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topic for discussion, |
| Pages |
53. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
53. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 2.1: united commericial bank and El Banco, |
| Pages |
53. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 2.2 : the Alamo drafthouse, |
| Pages |
56. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
57. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
58. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part two: Designing the service enterperise, |
| Pages |
59. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter three new service development, |
| Pages |
61. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
61. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter Preview, |
| Pages |
62. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Sources of service sector growth, |
| Pages |
62. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Information technology, |
| Pages |
62. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The internet as a service enabler, |
| Pages |
63. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Innovation, |
| Pages |
64. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Changing demographics, |
| Pages |
64. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Innovation in services, |
| Pages |
65. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
New service decelopment, |
| Pages |
66. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Technology in service innovation, |
| Pages |
68. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Challenges of adopting new technology in services, |
| Pages |
68. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Readiness to embrace new technology, |
| Pages |
68. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service design elements, |
| Pages |
69. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer value equation, |
| Pages |
70. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Startegic positioning through rocess structure, |
| Pages |
71. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service blueprinting, |
| Pages |
72. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Taxonomy for service process design, |
| Pages |
73. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Degree of divergency, |
| Pages |
73. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Object of the service process, |
| Pages |
74. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Type of customer contact, |
| Pages |
75. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Generic approaches to service system design, |
| Pages |
75. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Production-line approach, |
| Pages |
76. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer as coproducer, |
| Pages |
77. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer contact approach, |
| Pages |
79. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Information empowerment, |
| Pages |
80. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Intellectual property, |
| Pages |
81. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service Benchmark: ten yhings google has found to be true, |
| Pages |
82. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
82. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
83. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topic for discussion, |
| Pages |
83. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
83. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 3.1: 100 Yen Sushi house, |
| Pages |
83. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 3.2: commuter cleaning- anew venture proposal, |
| Pages |
84. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 3.3:amazon.com, |
| Pages |
86. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
88. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
89. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 4 the service encounter, |
| Pages |
91. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
91. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
91. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Technology in the service encounter, |
| Pages |
92. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The emrgence of self-service, |
| Pages |
93. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The servic encounter triad, |
| Pages |
94. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Encounter dominated by the service organization, |
| Pages |
95. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Contact personnel- dominated encounter, |
| Pages |
95. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer dominated encounter, |
| Pages |
96. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The service organization, |
| Pages |
96. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Culture, |
| Pages |
96. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Empowerment, |
| Pages |
97. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Control systems, |
| Pages |
98. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer relationship management, |
| Pages |
98. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Contact personnel, |
| Pages |
99. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Selection, |
| Pages |
99. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Training, |
| Pages |
100. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Creating an ethical climate, |
| Pages |
101. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The custımer, |
| Pages |
102. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Expectations and attitudes, |
| Pages |
102. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The role of scripts in coproduction, |
| Pages |
103. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Summary of service encounters, |
| Pages |
104. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Creating a customer service orientation, |
| Pages |
104. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service profit chain, |
| Pages |
106. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
107. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Servive Benchmark: miss manners a on complaint handling, |
| Pages |
108. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
108. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
109. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
109. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 4.1: Amy's ice cream, |
| Pages |
109. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case4.2: enterprise rent-a- car, |
| Pages |
110. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
112. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
114. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter supporting facility and process flows, |
| Pages |
115. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
115. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
116. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Environmental psychology and orientation, |
| Pages |
116. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Servicescapes, |
| Pages |
116. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Behaviors in servivescapes, |
| Pages |
117. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Environmental dimensions of servicescapes, |
| Pages |
118. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Facility design, |
| Pages |
120. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Nature and objectives of service organizations, |
| Pages |
120. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Land availability and space requirements, |
| Pages |
121. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Flexibility, |
| Pages |
121. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Security, |
| Pages |
121. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Aesthetic factors, |
| Pages |
122. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The community and environment, |
| Pages |
122. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Process analysis, |
| Pages |
123. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Types of processes, |
| Pages |
123. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Flowcharting, |
| Pages |
123. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Gantt chart, |
| Pages |
124. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Process terminology, |
| Pages |
125. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Facility layout, |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Flow process layout and the work allocation problem, |
| Pages |
127. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Job shop process layout and the relative location problem, |
| Pages |
128. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service benchmark: where, oh where shall we go?, |
| Pages |
132. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
132. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
133. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
133. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
133. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Solved problems, |
| Pages |
133. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
136. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 5.1: health maintenance organization (a), |
| Pages |
139. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 5.1: health maintenance organization (b), |
| Pages |
139. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 5.3: esquire department store, |
| Pages |
140. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 5.4: central market, |
| Pages |
141. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
142. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
142. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 6 service quality, |
| Pages |
143. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
143. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
143. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Defining service quality, |
| Pages |
144. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Dimensions of service quality, |
| Pages |
144. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Gaps in service quality, |
| Pages |
145. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Measuring service quality, |
| Pages |
147. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Servqual, |
| Pages |
147. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Walk-through audit, |
| Pages |
148. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Quality service by design, |
| Pages |
152. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Incorporation of quality in the service package, |
| Pages |
152. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Taguchi methods, |
| Pages |
153. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Poka-yoke (failsafing), |
| Pages |
154. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Quality function deployment, |
| Pages |
155. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Achieving service quality, |
| Pages |
157. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Cost of quality, |
| Pages |
157. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Istatistical process control, |
| Pages |
158. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Unconditional service guarantee, |
| Pages |
162. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Stages in quality development summary, |
| Pages |
164. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service recovery, |
| Pages |
165. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Approaches to service recovery, |
| Pages |
166. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Complaint handling policy, |
| Pages |
166. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service benchmark: bronson methodist hospital, |
| Pages |
167. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
167. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
168. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
168. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
168. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Solved problems, |
| Pages |
168. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
170. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 6.1: clean sweep, inc., |
| Pages |
172. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 6.2: The complaint letter, |
| Pages |
174. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 6.3: the Helsinki museum of art and design, |
| Pages |
176. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
177. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
179. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 7 process improvement, |
| Pages |
181. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
181. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
181. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Quality and prıoductivity improvement process, |
| Pages |
182. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Foundations of continous improvement, |
| Pages |
182. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Plan-do-check-act (pdca) cycle, |
| Pages |
182. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Problem solving, |
| Pages |
183. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Quality tools for analysis and problem solving, |
| Pages |
184. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Check sheet, |
| Pages |
184. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Run chart, |
| Pages |
184. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Histogram, |
| Pages |
184. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Pareto chart, |
| Pages |
184. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Flowchart, |
| Pages |
185. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Cause and effect diagram, |
| Pages |
186. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Scatter diagram, |
| Pages |
187. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Control chart, |
| Pages |
197. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Benchmarking, |
| Pages |
188. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Improvement programs, |
| Pages |
189. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Deming's 14- point orogram, |
| Pages |
189. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Baldrige national quality award, |
| Pages |
190. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
ISO 9000, |
| Pages |
191. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Six sigma, |
| Pages |
191. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Lean service, |
| Pages |
196. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Value stream mapping in services, |
| Pages |
198. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
198. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service benchmark : service education, and health care winners of the baldrige national quality award, |
| Pages |
199. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
200. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
200. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
200. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 7.1: sonora county sheriff, |
| Pages |
200. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 7.2: mega bytes restaurant, |
| Pages |
201. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 7 suoolement: data envelopment analysis (DEA), |
| Pages |
205. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Measuring service productivity, |
| Pages |
205. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The DEA model, |
| Pages |
205. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
DEA and strategic planning, |
| Pages |
211. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
212. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case7.3: mid-atlantic bus lines, |
| Pages |
212. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
213. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
214. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 8 service facility location, |
| Pages |
215. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
215. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
216. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Strategic location considerations, |
| Pages |
216. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Competitive clustering, |
| Pages |
217. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Saturation marketing, |
| Pages |
217. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Marketing intermediaries, |
| Pages |
218. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Substitution of communication for travel, |
| Pages |
218. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Separation of front from back office, |
| Pages |
218. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Impact of the internet on service loaction, |
| Pages |
219. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Site considerations, |
| Pages |
219. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Geographic information systems, |
| Pages |
220. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Facility location modeling considerations, |
| Pages |
222. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Geographic representation, |
| Pages |
222. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Number of facilities, |
| Pages |
223. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Optimization criteria, |
| Pages |
224. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Facility location techniques, |
| Pages |
225. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Cross-median approach for a single facility, |
| Pages |
226. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Huff model for a retail outlet, |
| Pages |
228. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Location set covering for multiple facilities, |
| Pages |
231. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Regression analysis in location decisions, |
| Pages |
232. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
233. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service benchmark: here a bun, there a bun, everywhere a bun-bun, |
| Pages |
234. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
234. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
235. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
235. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Solved problems, |
| Pages |
235. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
237. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 8.1: health maintenance organization ©, |
| Pages |
239. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 8.2: athol furniture, Inc., |
| Pages |
240. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
242. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
243. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part three managing service operations, |
| Pages |
245. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 9 service supply relationships, |
| Pages |
247. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
247. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
247. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Supply chain management, |
| Pages |
248. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Network model, |
| Pages |
248. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Managing uncertainly, |
| Pages |
249. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service supply relationships, |
| Pages |
250. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer-supplier duality, |
| Pages |
250. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service supply relationships are hubs, not chains, |
| Pages |
251. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service capacity is analogous to inventory, |
| Pages |
252. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer supplied inputs can vary in quality, |
| Pages |
252. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Managing service relationships, |
| Pages |
252. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Bidirectional optimization, |
| Pages |
252. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Productive capacity, |
| Pages |
254. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Perishability, |
| Pages |
254. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Social media in services, |
| Pages |
255. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Social Media as a competitive strategy, |
| Pages |
255. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Social media and customer convenience, |
| Pages |
256. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Social media for organizing and co-cretaion of value, |
| Pages |
256. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Professional service firms, |
| Pages |
257. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Attributes of professional services, |
| Pages |
257. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service consulting, |
| Pages |
258. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Operational characteristics, |
| Pages |
259. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Outsourcing services, |
| Pages |
261. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Benefits and risks of outsourcing services, |
| Pages |
262. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Classification of business services, |
| Pages |
263. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Managerial considerations with service outsourcing, |
| Pages |
264. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
266. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service benchmark: citizens come first in Lynchburg, |
| Pages |
267. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
267. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
267. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
268. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 9.1: boomer consulting, inc., |
| Pages |
268. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 9.2: evolution of B2C e-commerce in Japan, |
| Pages |
270. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 9.3: mortgage service game, |
| Pages |
272. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
274. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
274. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 10 globalization of services, |
| Pages |
277. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
277. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
278. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Domestic growth and expansion stategies, |
| Pages |
278. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Focused service, |
| Pages |
278. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Focused network, |
| Pages |
279. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Clustered service, |
| Pages |
280. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Diversified network, |
| Pages |
280. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Franchising, |
| Pages |
280. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The nature of Franchising, |
| Pages |
281. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Benefits to the Franchisee, |
| Pages |
281. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Issues for the Franchiser, |
| Pages |
282. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Globalization of services, |
| Pages |
283. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Generic international strategies, |
| Pages |
283. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The nature of the borderless world, |
| Pages |
285. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Planning transnational operations, |
| Pages |
286. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Global service strategies, |
| Pages |
288. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Multicountry exopansion, |
| Pages |
289. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Importing customers, |
| Pages |
290. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Following your customers, |
| Pages |
290. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service offshoring, |
| Pages |
291. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Beating the clock, |
| Pages |
292. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service benchmark: small world and other myths, |
| Pages |
292. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
293. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
293. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
293. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
294. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 10.1: goodwill industries of central texas, |
| Pages |
294. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 10.2: fedex: tiger international acquisition, |
| Pages |
295. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
298. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
298. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 11 managing capacity and demand, |
| Pages |
301. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
301. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
301. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Generic strategies of level capacity or cahse demand, |
| Pages |
302. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Startegies for managing demand, |
| Pages |
302. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer-induced variability, |
| Pages |
302. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Segmenting demand, |
| Pages |
303. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Offering price incentives, |
| Pages |
304. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Promotiong off-peak demand, |
| Pages |
305. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Developing complementary services, |
| Pages |
306. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Reservation systems and overbooking, |
| Pages |
306. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Strategies for managing capacity, |
| Pages |
308. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Defining service capacity, |
| Pages |
308. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Daily workshift scheduling, |
| Pages |
309. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Weekly workshift scheduling with days-off constraint, |
| Pages |
311. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Increasing customer participation, |
| Pages |
312. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Creating adjustable capacity, |
| Pages |
312. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Sharing capacity, |
| Pages |
313. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Cross-training employees, |
| Pages |
313. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Using part-time employees, |
| Pages |
313. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Scheduling part-time tellers at a drive-in bank, |
| Pages |
313. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Yield management, |
| Pages |
314. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Yield management applications, |
| Pages |
317. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service benchmark: pay up front and take your chances, |
| Pages |
320. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
320. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
320. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
321. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
321. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Solved problems, |
| Pages |
321. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
323. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 11.1: river city national bank, |
| Pages |
325. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 11.2: Gateway international airport, |
| Pages |
327. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 11.3: the yield management analyst, |
| Pages |
328. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 11.4: Sequoia airlines, |
| Pages |
331. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
332. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
333. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 12 managing waiting lines, |
| Pages |
335. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
335. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
335. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The economics of waiting, |
| Pages |
336. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Queuing systems, |
| Pages |
336. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Strategies for managing customer waiting, |
| Pages |
337. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The psychology of waiting, |
| Pages |
338. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Thet old empty feeling, |
| Pages |
338. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
A foot in the door, |
| Pages |
339. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The light at the end of the tunnel, |
| Pages |
339. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Excuse me, but i was next, |
| Pages |
340. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Essential features of queuing systems, |
| Pages |
340. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Calling population, |
| Pages |
341. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Arrival process, |
| Pages |
341. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Queue configuration, |
| Pages |
345. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Queue discipline, |
| Pages |
347. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service process, |
| Pages |
348. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service benchmark: the magic of disney makes queues disappear, |
| Pages |
350. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
350. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
351. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
351. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
351. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Solved problems, |
| Pages |
351. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
351. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 12.1: thrifty car rental, |
| Pages |
352. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 12.2: eye'll be seeing you, |
| Pages |
353. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 12.3: field study, |
| Pages |
354. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
354. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
354. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 12 Managing waiting lines, |
| Pages |
355. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
356. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Capasity planning, |
| Pages |
356. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategic role of capacity decisions, |
| Pages |
357. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Analytical queuing models, |
| Pages |
358. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Relationships among system characteristics, |
| Pages |
360. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Standard M/M/1 model, |
| Pages |
360. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Standard M/M/c model, |
| Pages |
362. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
M/G/1 model, |
| Pages |
365. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
General self-service M/G/∞, |
| Pages |
366. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Finite-queue M/M/1 model, |
| Pages |
366. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Finite-queue M/M/c model, |
| Pages |
367. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Vapacity planning criteris, |
| Pages |
368. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Average customer waiting time, |
| Pages |
368. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Probability of excessive waiting, |
| Pages |
369. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Minimizing the sum of customer waiting costs and service costs, |
| Pages |
370. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Probabaility of sales lsot because of inadequate waiting area, |
| Pages |
371. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
372. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service benchmark: don't guesstimate simulate!, |
| Pages |
373. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
373. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
373. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactve exercise, |
| Pages |
374. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Solved problems, |
| Pages |
374. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
376. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 13.1: houston port authority, |
| Pages |
378. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 13.2: freedom express, |
| Pages |
379. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 13.3: renaissance clinic (A), |
| Pages |
379. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 13 Supplement: computer simulation, |
| Pages |
380. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Systems simulation, |
| Pages |
381. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Simulation methodology, |
| Pages |
381. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Monte Carlo simulation, |
| Pages |
383. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Generating random variables, |
| Pages |
383. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Discrete-event simulation, |
| Pages |
386. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service model simulation software, |
| Pages |
388. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Demonstration: customer service call center, |
| Pages |
390. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Process analysis: manufacturing cell, |
| Pages |
391. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Solved problems, |
| Pages |
393. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
395. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 13.4: pronto pizza, |
| Pages |
399. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 13.5: renaissance clinic (B), |
| Pages |
399. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
400. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
400. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part four quantitative models for service management, |
| Pages |
401. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 14 forecasting demand for services, |
| Pages |
403. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
403. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
403. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The choise of forecasting method, |
| Pages |
404. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Subjective models, |
| Pages |
404. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Delphi method, |
| Pages |
405. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Cross-impact analysis, |
| Pages |
406. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Historical analogy, |
| Pages |
406. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Causal models, |
| Pages |
407. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Regression models, |
| Pages |
407. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Econometric models, |
| Pages |
408. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Time series models, |
| Pages |
408. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
N-period moving average, |
| Pages |
408. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Simple exponential smoothing, |
| Pages |
409. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Forecast error, |
| Pages |
411. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Relationship between α and n, |
| Pages |
412. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exponential smoothing with trend adjustment, |
| Pages |
413. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exponential smoothing with seasonal adjustment, |
| Pages |
414. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exponential smoothing with trend and seasonal adjustment, |
| Pages |
416. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Summary of exponential smoothing, |
| Pages |
418. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
418. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service benchmark: googling the future, |
| Pages |
419. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
429. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
419. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
420. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Solved problems, |
| Pages |
420. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
422. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 14.1: oak hollow medical evaluation center, |
| Pages |
423. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 14.2: gnomial functions, inc., |
| Pages |
424. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
425. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
425. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 15: Managing service inventory, |
| Pages |
427. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
427. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
428. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Inventory theory, |
| Pages |
429. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Role of inventory in services, |
| Pages |
429. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Characeristics of inventory systems, |
| Pages |
430. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Relevant costs of an inventory system, |
| Pages |
431. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Order quantity models, |
| Pages |
432. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Economic order quantity, |
| Pages |
433. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Inventory model with quantity discounts, |
| Pages |
435. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Inventory model with planned shortages, |
| Pages |
437. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Inventory management under uncertainty, |
| Pages |
440. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Inventory control systems, |
| Pages |
441. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Continuous review system, |
| Pages |
441. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Periodic review system, |
| Pages |
442. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The abcs of inventory control, |
| Pages |
444. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Radio frequency identification, |
| Pages |
445. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Single-period model for perishable goods, |
| Pages |
446. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Expected value analysis, |
| Pages |
446. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Marginal analysis, |
| Pages |
447. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Retail discounting model, |
| Pages |
448. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service benchmark: your bag is tagged, |
| Pages |
450. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
450. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
450. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
451. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
451. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Solved problems, |
| Pages |
451. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
453. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 15.1: A. D. small consulting, |
| Pages |
458. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 15.2: Last resort retsaurant, |
| Pages |
458. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 15.3: Elysian cycles, |
| Pages |
459. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliofraphy, |
| Pages |
460. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnotes, |
| Pages |
460. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 16: manging service projects, |
| Pages |
461. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Learning objectives, |
| Pages |
461. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Chapter preview, |
| Pages |
461. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The nature of projects management, |
| Pages |
462. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Charecteristics of projects, |
| Pages |
462. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Ptoject management process, |
| Pages |
462. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Selecting the project manager, |
| Pages |
463. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Buiding the project team, |
| Pages |
463. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Principles of effective project management, |
| Pages |
464. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Techniques for project managemenr, |
| Pages |
464. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Gantt project charts, |
| Pages |
464. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
A critique of gantt charts, |
| Pages |
466. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Constructing a project network, |
| Pages |
466. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Critical path method, |
| Pages |
467. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Microsoft project analysis, |
| Pages |
470. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Resource constraints, |
| Pages |
473. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Activity crashing, |
| Pages |
473. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Incorporating uncertainty in activity times, |
| Pages |
478. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Estimating activity duration distrubitions, |
| Pages |
478. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Project completion time distrubition, |
| Pages |
479. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
A critique of the project compeltion time analysis, |
| Pages |
480. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Problems with implementing critical path analysis, |
| Pages |
482. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Monitoring prjects, |
| Pages |
482. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Earned value chart, |
| Pages |
483. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Project termination, |
| Pages |
483. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Project history report, |
| Pages |
484. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service benchmark: the house the warren built, |
| Pages |
484. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Key terms and definitions, |
| Pages |
485. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Topics for discussion, |
| Pages |
485. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Interactive exercise, |
| Pages |
485. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Solved problems, |
| Pages |
485. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercise, |
| Pages |
487. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 16.1: Info-systems, inc., |
| Pages |
491. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Case 16.2: whittier county hospital, |
| Pages |
492. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Selected bibliography, |
| Pages |
494. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Endnote, |
| Pages |
494. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Appendix A: areas of standar normal distrubition, |
| Pages |
495. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Appendix B: uniformly distributed random numbers [0. 1], |
| Pages |
496. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Appendix C: values of Lq for the M/M/c queuing model, |
| Pages |
497. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Appendix D: equations for selected queuing models, |
| Pages |
499. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Name Index, |
| Pages |
504. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Subject Index, |
| Pages |
510. |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
KOHA |
| 970 12 - REFERENCES |
|---|
| -- |
27. |
| 970 01 - REFERENCES |
|---|
| -- |
55. |
| 970 01 - REFERENCES |
|---|
| -- |
84. |