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Test bank for Service Management Operations, Strategy, Information Technology 8th edition by James A. Fitzsimmons

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Test bank for Service Management Operations, Strategy, Information Technology 8th edition by James A. Fitzsimmons

Test bank for Service Management Operations, Strategy, Information Technology 8th edition by James A. Fitzsimmons

The vital one-of-a-kind qualities of service management are continued to be acknowledged and emphasized throughout the eighth edition. The following sections make up the rest of the text: The first section, titled “Understanding Services,” offers a historical framework and identifies the features that set service operations apart from other types of businesses. The second section is titled “Designing the Service Business,” and it discusses how to construct the service enterprise so that it can support the competitive strategy. Part Three: Managing Service Operations includes in-depth discussions on a variety of issues, including Managing Capacity, Demand, and Waiting Lines in addition to Service Supply Relationships. The fourth and final part is titled “Quantitative Models for Service Management,” and it discusses methods for anticipating and managing service inventory.

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Table of Contents
PART ONE: Understanding Services
Chapter 1: The Service Economy
Chapter 2: Service Strategy
PART TWO: Designing the Service Enterprise
Chapter 3: New Service Development
Chapter 4: The Service Encounter
Chapter 5: Supporting Facility and Process Flows
Chapter 6: Service Quality
Chapter 7: Process Improvement
Supplement: Data Envelopment Analysis (DEA) 205
Chapter 8: Service Facility Location
PART THREE: Managing Service Operations
Chapter 9: Service Supply Relationships
Chapter 10: Globalization of Services
Chapter 11: Managing Capacity and Demand
Chapter 12: Managing Waiting Lines
Chapter 13: Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR: Quantitative Models for Service Management
Chapter 14: Forecasting Demand for Services
Chapter 15: Managing Service Inventory
Chapter 16: Managing Service Projects
APPENDIX
Appendix A: Areas of Standard Normal Distribution
Appendix B: Uniformly Distributed Random Numbers [0, 1]
Appendix C: Values of Lq for the M/M/c Queuing Model
Appendix D: Equations for Selected Queuing ModelsNAME INDEXSUBJECT INDEX

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Test bank for Service Management Operations, Strategy, Information Technology 8th edition by James A. Fitzsimmons

 

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