Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.
Material type:
TextPublisher: Boston, Burr Ridge : McGraw-Hill/Irwin, c2004Edition: Fourth editionDescription: xx, 587 pages : illustrations, maps ; 27 cm. + 1 computer optical disc (4 3/4 in.)Content type: text Media type: unmediated Carrier type: unspecifiedISBN: 0072823739 [paperback]; 0071214577 [paperback]Subject(s): Service industries -- ManagementDDC classification: | Item type | Current location | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|
Book
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658 F58 2004 (Browse shelf) | Available | 3UCBL000005791 |
Accompanying CD-ROM contains PowerPoint lecture slides, ServiceModel simulation software, an Excel spreadsheet, chapter quizzes, and websites.
The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation.
CD Supplementary: Service management : operations, strategy, and information technology
Includes bibliographical references and indexes.
Contents: Part one Understanding services -- Part two Designing the service enterprise -- Part three Managing service operations -- Part four Toward world-class service -- Part five Quantitative models for service management -- Includes appendices, index
System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent.
BSBA-Marketing Management
English
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