Service Management by Mona J Fitzsimmons

Service Management by Mona J Fitzsimmons

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.

SKU	Non disponible
ISBN 13	9780071263467
ISBN 10	0071263462
Title	Service Management
Author	Mona J Fitzsimmons
Condition	Non disponible
Binding type	Paperback
Publisher	McGraw-Hill Education - Europe
Year published	2007-12-01
Number of pages	554
Cover note	La photo du livre est présentée à titre d'illustration uniquement. La reliure, la couverture ou l'édition réelle peuvent varier.
Note	Non disponible