TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
AU  - Bordoloi,Sanjeev
TI  - Service management: operations, strategy, information technology 
SN  - 1259010651 (paperback)
AV  - HD9980.5 .F58 2014
PY  - 2014///
CY  - Boston
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and indexes
N2  - 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
ER  -