ISE Service Management: Operations, Strategy, Information Technology

Sanjeev K. Bordoloi,James A. Fitzsimmons Seay Professor of Business Emeritus,Mona J. Fitzsimmons

ISBN 10: 1265075530 / ISBN 13: 9781265075538

Published by McGraw-Hill Education 2022-03-22, 2022

About this Item

Seller Inventory # 6666-GRD-9781265075538

Bibliographic Details

• Title: ISE Service Management: Operations, Strategy, Information Technology
• Publisher: McGraw-Hill Education 2022-03-22
• Publication Date: 2022
• Language: English
• ISBN 10: 1265075530
• ISBN 13: 9781265075538
• Binding: Paperback
• Condition: New

About this title

Synopsis

Bordoloi's Service Management 10e contains extensive coverage of the impacts of COVID-19 including the service innovation and progress experienced by a global pandemic. Written in an engaging literary style, based on research and consulting experience of authors, it focuses on service for competitive advantage and integrates technology, operations, and human behavior and the need for continuous quality improvement to be effective in a global environment. This edition continues to acknowledge and emphasize the essential uniqueness of service management.

The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. The integration of technology, operations, and human behavior is recognized as central to effective service management. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. Each chapter begins with a vignette of a well-known company to motivate the reader and illustrate the strategic nature of the topic to be covered. Each chapter has a preview, a closing summary, key terms and definitions, a service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.