Service Management: Operations,Strategy, Information Technology, 10/e (Paperback)

Name: Service Management: Operations,Strategy, Information Technology, 10/e (Paperback)
Price: 1634 TWD
Availability: OutOfStock
Author: Sanjeev K. Bordoloi,James A. Fitzsimmons,Mona J. Fitzsimmons
ISBN: 1265075530

Sanjeev K. Bordoloi,James A. Fitzsimmons,Mona J. Fitzsimmons

出版商: McGraw-Hill Education
出版日期: 2023-05-30
售價: $1,720
貴賓價: 9.5 折 $1,634
語言: 英文
頁數: 524
ISBN: 1265075530
ISBN-13: 9781265075538

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商品描述

Bordoloi's Service Management 10e contains extensive coverage of the impacts of COVID-19 including the service innovation and progress experienced by a global pandemic. Written in an engaging literary style, based on research and consulting experience of authors, it focuses on service for competitive advantage and integrates technology, operations, and human behavior and the need for continuous quality improvement to be effective in a global environment. This edition continues to acknowledge and emphasize the essential uniqueness of service management.

The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. The integration of technology, operations, and human behavior is recognized as central to effective service management. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. Each chapter begins with a vignette of a well-known company to motivate the reader and illustrate the strategic nature of the topic to be covered. Each chapter has a preview, a closing summary, key terms and definitions, a service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.

商品描述(中文翻譯)

Bordoloi的《服務管理第10版》包含了對COVID-19影響的廣泛涵蓋，包括全球大流行所帶來的服務創新和進步。這本書以引人入勝的文學風格撰寫，基於作者的研究和咨詢經驗，著重於服務為競爭優勢，並整合了技術、運營和人類行為以及在全球環境中持續提高質量的需求。本版繼續承認並強調服務管理的獨特性。

這本書以引人入勝的文學風格撰寫，大量使用實例，並基於作者的研究和咨詢經驗。每章都強調了以競爭優勢管理服務的主題，並為每個管理主題提供了重點。認識到技術、運營和人類行為的整合對於有效的服務管理至關重要。強調在質量和生產力方面的持續改進，以在全球環境中有效競爭。每章開頭都有一個著名公司的短篇故事，以激勵讀者並說明所要涵蓋的主題的戰略性質。每章都有一個預覽、結束摘要、關鍵詞和定義、服務基準、討論主題、互動練習、適當時的解決問題和練習，以及一個或多個案例。

作者簡介

作者：Sanjeev K. Bordoloi
現職：University of St. Thomas, Minnesola

作者：James A. Fitzsimmons
現職：University of Texas at Austin

作者：Mona J. Fitzsimmons

作者簡介(中文翻譯)

作者：Sanjeev K. Bordoloi
現職：明尼蘇達州聖托馬斯大學

作者：James A. Fitzsimmons
現職：德克薩斯州奧斯汀大學

作者：Mona J. Fitzsimmons

目錄大綱

PART I: UNDERSTANDING SERVICES
Ch 1 The Service Economy
Ch 2 Service Strategy

PART II: DESIGNING THE SERVICE ENTERPRISE
Ch 3 New Service Development
Ch 4 The Service Encounter
Ch 5 Supporting Facility and Process Flows
Ch 6 Service Quality
Ch 7 Process Improvement Supplement: Data Envelopment Analysis (DEA)
Ch 8 Service Facility Location

PART III: MANAGING SERVICE OPERATIONS
Ch 9 Service Supply Relationships
Ch10 Globalization of Services
Ch11 Managing Capacity and Demand
Ch12 Managing Waiting Lines
Ch13 Capacity Planning and Queuing Models Supplement: Computer Simulation

PART IV: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
Ch14 Forecasting Demand for Services
Ch15 Managing Service Inventory
Ch16 Managing Service Projects