Service Management: Operations, Strategy, Information Technology

3.92 avg rating
( 50 ratings by Goodreads )
)  
9780073403359: Service Management: Operations, Strategy, Information Technology
View all copies of this ISBN edition:
 
 

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.

"synopsis" may belong to another edition of this title.

About the Author:

James A Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an MBA from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, referred to as CALL, has been used by major cities worldwide to plan emergency ambulance systems. Consulting assignments include the RAND Corporation; the U.S. Air Force; the cities of Los Angeles, Denver, Austin, Melbourne, and Auckland; the Texas comptroller; General Motors; La Quinta Motor Inns; Greyhound; TRICON Restaurants International; and McDonald's. Teaching experience includes faculty appointments at the University of California at Los Angeles, California State University at Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. He is a registered professional engineer in the state of Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects. Mona Fitzsimmons A graduate of the University of Michigan, received her undergraduate degree in journalism with major supporting work in chemistry and psychology. Her graduate work was in geology and she has taught in public and private schools and at the university level. She has done writing and editing for the Encyclopaedia Britannica Education Corporation and for various professional journals and organizations. With James Fitzsimmons she edited New Service Development: Creating Memorable Experiences published in 2000 by Sage Publications. Her nonprofessional activities have included volunteer work for the Red Cross aquatics program and in wildlife rehabilitation. She has particular interests in the areas of environmental issues and the responsibilities of patients and physicians in health care

"About this title" may belong to another edition of this title.

Other Popular Editions of the Same Title

9780071289276: Service Management

Featured Edition

ISBN 10:  0071289275 ISBN 13:  9780071289276
Publisher: Mcgraw Hill Higher Education, 2010
Softcover

9780077426972: Service Management with Premium Content Access Card

McGraw..., 2010
Hardcover

Top Search Results from the AbeBooks Marketplace

International Edition
International Edition

1.

Fitzsimmons, James A.
ISBN 10: 0073403350 ISBN 13: 9780073403359
New Paperback Quantity Available: 1
International Edition
Seller:
Bookstore99
(Wilmington, DE, U.S.A.)

Book Description Paperback. Condition: NEW. International Edition, Paperback, Brand New, ISBN and Cover image may differ but contents similar to U.S. Edition, Printed in Black & White. End Chapter Exercises may differ. No CD/Access code. Legal to use despite any disclaimer, We ship to PO , APO and FPO adresses in U.S.A .Choose Expedited Shipping for FASTER DELIVERY.Customer Satisfaction Guaranteed. Seller Inventory # US_9789339204471

More information about this seller | Contact this seller

Buy New
US$ 26.88
Convert currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, rates & speeds

2.

James A. Fitzsimmons
ISBN 10: 0073403350 ISBN 13: 9780073403359
New Quantity Available: 1
Seller:
GoldBooks
(Denver, CO, U.S.A.)

Book Description Condition: new. Seller Inventory # think0073403350

More information about this seller | Contact this seller

Buy New
US$ 49.00
Convert currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, rates & speeds

3.

Fitzsimmons, James A.
Published by McGraw-Hill (2010)
ISBN 10: 0073403350 ISBN 13: 9780073403359
New Hardcover Quantity Available: 1
Seller:
Ergodebooks
(RICHMOND, TX, U.S.A.)

Book Description McGraw-Hill, 2010. Hardcover. Condition: New. Seller Inventory # DADAX0073403350

More information about this seller | Contact this seller

Buy New
US$ 83.11
Convert currency

Add to Basket

Shipping: US$ 1.99
Within U.S.A.
Destination, rates & speeds

4.

Fitzsimmons, James A.
Published by McGraw-Hill (2010)
ISBN 10: 0073403350 ISBN 13: 9780073403359
New Hardcover Quantity Available: 2
Seller:
Davinci Book Company, Inc
(Midland Park, NJ, U.S.A.)

Book Description McGraw-Hill, 2010. Hardcover. Condition: New. NEW TEXTBOOK-SHIPS WITH EMAILED TRACKING. Seller Inventory # Sep18-9780073403359

More information about this seller | Contact this seller

Buy New
US$ 159.50
Convert currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, rates & speeds

5.

Fitzsimmons, James A.
Published by McGraw-Hill
ISBN 10: 0073403350 ISBN 13: 9780073403359
New Hardcover Quantity Available: 2
Seller:
SGS Trading Inc
(Franklin Lakes, NJ, U.S.A.)

Book Description McGraw-Hill. Hardcover. Condition: New. 0073403350 New Textbook, Ships with Emailed Tracking from USA. Seller Inventory # Z0073403350ZN

More information about this seller | Contact this seller

Buy New
US$ 191.04
Convert currency

Add to Basket

Shipping: US$ 3.89
Within U.S.A.
Destination, rates & speeds