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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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James A. Fitzsimmons is Seay Professor of Business Emeritus, McCombs School of Business, The University of Texas at Austin.
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Book Description McGraw-Hill/Irwin, 2007. Condition: New. book. Seller Inventory # M0077228499
Book Description McGraw-Hill/Irwin, 2007. Hardcover. Condition: New. 6. Seller Inventory # DADAX0077228499
Book Description McGraw-Hill/Irwin. Hardcover. Condition: New. 0077228499 New Condition. Seller Inventory # NEW99.3025543
Book Description McGraw-Hill/Irwin, 2007. Hardcover. Condition: New. 6. Ships with Tracking Number! INTERNATIONAL WORLDWIDE Shipping available. Buy with confidence, excellent customer service!. Seller Inventory # 0077228499n