第9版Service Management Operations, Strategy, Information Technology
作者：Sanjeev Bordoloi, James Fitzsimmons, Mona Fitzsimmons
出版时间：2018年1月
内容简介：This ninth edition continues to acknowledge and emphasize the essential nature of service management. Based on the research and consulting experiences of the authors, the text is organized in four parts: Part One: Understanding Services provides the historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations details topics such as managing capacity, demand and waiting lines, and service supply relationships; and Part Four: Quantitative Models for Service Management addresses forecasting and managing service inventory. Each chapter emphasizes the theme of managing services for competitive advantage, which provides a focus for each management topic.
格式：PDF