Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on Professional Service Firms highlights IBM’s initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and the Mortgage Service Game.
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Book Description McGraw-Hill/Irwin, 2007. Book Condition: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service!. Bookseller Inventory # ABE_book_new_0077228499
Book Description McGraw-Hill/Irwin, 2007. Hardcover. Book Condition: New. book. Bookseller Inventory # 0077228499
Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97800772284911.0
Book Description McGraw-Hill/Irwin, 2007. Hardcover. Book Condition: New. Bookseller Inventory # P110077228499
Book Description Irwin Professional Pub, 2007. Hardcover. Book Condition: Brand New. 6th hardback/cd-rom edition. 537 pages. 11.25x8.75x1.25 inches. In Stock. Bookseller Inventory # zk0077228499