Service management: operations, strategy, and information technology
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| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Boston [u.a.]
McGraw-Hill/Irwin
2004
|
| Edition: | 4. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Accompanying CD-ROM contains PowerPoint lecture slides, ServiceModel simulation software, an Excel spreadsheet, chapter quizzes, and websites. -- The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation. - Includes bibliographical references and indexes |
| Physical Description: | XX, 587 S. Ill., graph. Darst. 2 CD-ROMs (12 cm) |
| Format: | System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent. |
| ISBN: | 0072823739 0071214577 |
Staff View
MARC
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| 100 | 1 | |a Fitzsimmons, James A. |e Verfasser |0 (DE-588)135945453 |4 aut | |
| 245 | 1 | 0 | |a Service management |b operations, strategy, and information technology |c James A. Fitzsimmons ; Mona J. Fitzsimmons |
| 250 | |a 4. ed. | ||
| 264 | 1 | |a Boston [u.a.] |b McGraw-Hill/Irwin |c 2004 | |
| 300 | |a XX, 587 S. |b Ill., graph. Darst. |e 2 CD-ROMs (12 cm) | ||
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| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Accompanying CD-ROM contains PowerPoint lecture slides, ServiceModel simulation software, an Excel spreadsheet, chapter quizzes, and websites. -- The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation. - Includes bibliographical references and indexes | ||
| 538 | |a System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent. | ||
| 650 | 4 | |a Administración de industrias de servicios | |
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| 650 | 7 | |a Management |2 gtt | |
| 650 | 4 | |a Service industries |x Management | |
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Record in the Search Index
| _version_ | 1804129844526579712 |
|---|---|
| adam_text | Titel: Service management
Autor: Fitzsimmons, James A
Jahr: 2004
Table of Contents
PART ONE Relationship with Customers 26
UNDERSTANDING SERVICES 1 Customization and Judgment 27
Nature of Demand and Supply 28
rhanter 1 Method of Service Delivery 28
m * t-, An Open-Systems View of Services 30
The Role of Services in an Economy 3 Service Benchmark: Outside the Box 31
Learning Objectives 3 Summary 31
Chapter Preview 4 Key Terms and Definitions 31
Service Definitions 4 Topics for Discussion 32
Dependency of Manufacturing on Services 4 Interactive Exercise 32
Economic Evolution 5 Case: Village Volvo 32
Stages of Economic Development 7 Case: Xpresso Lube 33
Preindustrial Society 7 Selected Bibliography 35
Industrial Society 8 Endnotes 35
Postindustrial Society 8
Nature of the Service Sector 9 Chapter 3
New Experience Economy 10 Service Strategy 37
Sources of Service Sector Growth 11
Innovation 11 Learning Objectives 37
Social Trends 13 Chapter Preview 38
Service Benchmark: Wal-Mart Is Number One on The Strategic Service Vision 38
the Fortune 500 List 14 Service Design Elements 40
Summary 14 Understanding the Competitive Environment of
Key Terms and Definitions 14 Services 41
Topics for Discussion 14 Competitive Service Strategies 42
Interactive Exercise 15 Overall Cost Leadership 43
Selected Bibliography 15 Differentiation 44
Endnotes 15 Focus 45
Winning Customers in the Marketplace 46
Chapter 2 Qualifiers 47
The Nature Of Services 17 Service Winners 47
Service Losers 47
Learning Objectives 17 The Competitive Role of Information in
Chapter Preview 18 Services 48
Service Classification 18 Creation of Barriers to Entry 48
The Service Package 19 Revenue Generation 49
Distinctive Characteristics of Service Database Asset 50
Operations 21 Productivity Enhancement 51
Customer Participation in the Service Process 21 The Virtual Value Chain 53
Simultaneity 23 First Stage (Visibility) 53
Perishability 23 Second Stage (Mirroring Capability) 53
Intangibility 24 Third Stage (New Customer Relationships) 53
Heterogeneity 25 Limits in the Use of Information 55
Classifying Services for Strategic Insights 25 Anticompetitive 55
Nature of the Service Act 25 Fairness 54
Table of Contents ix
Invasion of Privacy 54 Case: 100 Yen Sushi House 89
Data Security 54 Case: Commuter Cleaning-A New Venture
Reliability 54 Proposal 90
Service Benchmark: Central Market Shuns Case: Golfsmith 93
Conventional Wisdom and Big-Name Selected Bibliography 94
Products 54 Endnotes 95
Summary 55
Key Terms and Definitions 56 Chapter 5
Interactive Exercise 56 The Service Encounter 97
Topics for Discussion 57
Case: America West Airlines 57 Learning Objectives 97
Case: The Best Little Cookie House Around 58 Chapter Preview 97
Case: The Alamo Drafthouse 60 The Service Encounter Triad 98
Selected Bibliography 61 Encounter Dominated by the Service
Endnotes 62 Organization 99
Contact Personnel-Dominated Encounter 99
Customer-Dominated Encounter 99
The Service Organization 99
Culture 99
Empowerment 101
Control Systems 101
Contact Personnel 102
PART TWO
DESIGNING THE SERVICE
ENTERPRISE 65
Chapter 4
New Service Development 67 Selection 102
Learning Objectives 67 Training 103
Chapter Preview 68 The Customer 105
New Service Development 68 Expectations and Attitudes 105
Technological Innovation in Services 70 The Customer as Coproducer 106
Challenges of Adopting New Technology Summary of Service Encounters 106
in Services 71 Creating a Customer Service Orientation 107
Automation in Services 71 Service Profit Chain 108
Managing the New Technology Adoption Process 73 summary 111
Service Blueprinting 75 Service Benchmark: Miss Manners on Complaint
Strategic Positioning through Process Handling 112
Structure 77 Key Terms and Definitions 113
Taxonomy for Service Process Design 79 Topics for Discussion 113
Degree of Divergence 79 Interactive Exercise 113
Object of the Service Process 80 Case: Amy s Ice Cream 113
Type of Customer Contact 80 Case: Enterprise Rent-A-Car 113
Generic Approaches to Service System Chapter 5 Supplement
Design 81 Work Measurement 117
Production-Line Approach 81 Time Study 117
Customer as Coproducer 83 Work Sampling 120
Customer Contact Approach 84 Sample Size 122
Information Empowerment 85 Work Methods Charts 123
Service Benchmark: A Better Mousetrap 88 Solved Problems 125
Summary 88 Exercises 125
Key Terms and Definitions 88 Case: County General Hospital 127
Topics for Discussion 89 Selected Bibliography 127
Interactive Exercise 89 Endnotes 129
x Table of Contents
Chapter 6 Service Benchmark: Microsoft, Ford Drive
Service Quality 131 Web Deal 176
Summary 177
Learning Objectives 131 Key Terms and Definitions 177
Chapter Preview 132 Topics for Discussion 177
Defining Service Quality 132 Interactive Exercise 177
Dimensions of Service Quality 132 Case: Amazon.com 177
Gaps in Service Quality 133 Case: 7-Eleven Japan 179
Measuring Service Quality 135 Selected Bibliography 181
SERVQUAL 135 Endnotes 182
Scope of Service Quality 136
Quality Service by Design 140 Chapter 8
Incorporating Quality in the Service Package 141 Service Facility Location 183
Taguchi Methods 142
Poka-Yoke (Failsafing) 142
Quality Function Deployment 144
Achieving Service Quality 146
Cost of Quality 146
Service Process Control 147
Statistical Process Control 148
Unconditional Service Guarantee 151
Learning Objectives 183
Chapter Preview 184
Location Considerations 184
Geographic Representation 185
Number of Facilities 186
Optimization Criteria 186
Estimation of Geographic Demand 187
Define the Target Population 188
Service Recovery 153 Select a Unit of Area 188
Approaches to Service Recovery 154 Estimate Geographic Demand 188
Service Benchmark: Service Winners of the Map Geogmphic Demand 188
Malcolm Baldrige National Quality Award 156 Facility Location Techniques 188
Stages in Quality Development 155 Single Facility 190
Summary 157 Center of Gravity 193
Key Terms and Definitions 157 Locating a Retail Outlet 193
Topics for Discussion 157 Multiple Facilities 195
Interactive Exercise 157 Site Considerations 197
Solved Problems 158 Breaking the Rules 197
Exercises 159 Competitive Clustering 198
Case: Clean Sweep, Inc. 162 Saturation Marketing 198
Case: The Complaint Letter 164 Marketing Intermediaries 198
Selected Bibliography 166 Substitution of Communication for
Endnotes 168 Transportation 199
Impact of the Internet on Service Location 199
Chapter 7 Geographic Information System 200
E-Service 169 Summary 200
Service Benchmark: Here a Bun, There a Bun,
Learning Objectives 169 Everywhere a Bun-Bun 201
Chapter Preview 170 Key Terms and Definitions 202
Internet Services 170 Topics for Discussion 202
Coming of Age for the Internet and Websites 171 Interactive Class Exercise 203
Internet Models 172 Solved Problems 203
Electronic and Traditional Services 173 Exercises 205
E-Business Models 173 Case: Health Maintenance Organization (A) 207
Economics of Scalability 174 Case: Athol Furniture, Inc. 208
Service Product Dimensions 175 Selected Bibliography 210
Service Process Dimensions 175 Endnotes 211
Table of Contents xi
Chapter 9 Promoting Off-Peak Demand 249
The Supporting Facility 213 Developing Complementary Services 249
Using Reservation Systems and Handling the
Learning Objectives 213 Overbooking Problem 250
Chapter Preview 214 Strategies for Managing Supply 252
Servicescapes 214 Using Daily Workshift Scheduling 253
Behaviors in Servicescapes 215 Using Weekly Workshift Scheduling with Days-Off
Environmental Dimensions of Servicescapes 215 Constraint 255
Facility Design 217 Increasing Customer Participation 256
Nature and Objectives of Service Organizations 218 Creating Adjustable Capacity 256
Land Availability and Space Requirements 218 Sharing Capacity 257
Flexibility 218 Cross-Training Employees 257
Security 219 Using Part-Time Employees 257
Aesthetic Factors 220 Scheduling Part-Time Tellers at a Drive-In
The Community and Environment 220 Bank 257
Facility Layout 220 Yield Management 258
Product Layout and the Line-Balancing Yield Management Applications 263
Problem 222 Service Benchmark: Yield Management at American
Process Layout and the Relative Location Airlines 264
Problem 224 Summary 266
Process Flowcharting 227 Key Terms and Definitions 266
Environmental Psychology and Orientation 228 Topics for Discussion 266
Service Benchmark: Where, Oh Where Shall Interactive Class Exercise 267
We Go? 230 Solved Problems 267
Summary 230 Exercises 269
Key Terms and Definitions 231 Case: River City National Bank 271
Topics for Discussion 231 Case: Gateway International Airport 273
Interactive Exercise 231 Case: The Yield Management Analyst 275
Solved Problems 231 Case: Sequoia Airlines 276
Exercises 233 Selected Bibliography 280
Case: Health Maintenance Organization (B) 236 Endnotes 281
Case: Health Maintenance Organization (C) 237
Case: Esquire Department Store 237
Case: Central Market 239 Chapter 11
Selected Bibliography 240 Managing Waiting Lines 283
Endnotes 241 T . _,. . 00.
Learning Objectives 283
Chapter Preview 286
PART THREE Queuing Systems 286
iv/tama/- n cirrrt7T/^r The Inevitability of Waiting 286
MANAGING SERVICE The Psychology of Waiting 287
OPERATIONS 243 That Old Empty Feeling 288
A Foot in the Door 288
ChaDter 10 The Light at the End of the Tunnel 288
Excuse Me, But I Was Next 289
They Also Serve, Who Sit and Wait 290
Learning Objectives 245 The Economics of Waiting 290
Chapter Preview 246 Essential Features of Queuing Systems 291
Strategies for Managing Demand 246 Calling Population 292
Partitioning Demand 247 Arrival Process 292
Offering Price Incentives 247 Queue Configuration 296
Managing Supply and Demand 245
xii Table of Contents
Queue Discipline 297 Implications for Purchase Decisions 336
Service Process 298 Facility Support Service (Property/Low
Summary 300 Importance) 336
Service Benchmark: Five Minutes in Line Is Longer Equipment Support Service (Property/High
Than Five Minutes at Hard Labor 301 Importance) 336
Key Terms and Definitions 301 Employee Support Service (People/Low
Topics for Discussion 301 Importance) 337
Interactive Exercise 301 Employee Development (People/High
Chapter 11 Supplement: Importance) 337
Computer Simulation 302 Facilitator Service (Process/Low Importance) 338
Process of Systems Simulation 303 Professional Service (Process/High Importance) 338
Simulation Methodology 303 Service Benchmark: Citizens Come First in
Monte Carlo Simulation 304 Lynchburg 338
Generating Random Variables 305 Summary 339
Discrete Event Simulation 308 Key Terms and Definitions 339
ServiceModel Simulation Software 309 Topics for Discussion 339
Solved Problems 312 Interactive Exercise 339
Exercises 315 Case: Peapod-Smart Shopping for Busy
Case: Thrifty Car Rental 318 People 340
Case: EyeTl Be Seeing You 319 Case: Mortgage Service Game 342
Case: Pronto Pizza 321 Selected Bibliography 344
Case: Renaissance Clinic (A) 321 Endnotes 345
Selected Bibliography 322
Endnotes 323 Chapter 13
Chapter 12
Managing Service Supply
Managing Facilitating Goods 347
Learning Objectives 347
Relar nnsh Xl*, Chapter Preview 349
Inventory Theory 349
Learning Objectives 325 Role of Inventory in Services 349
Chapter Preview 325 Characteristics of Inventory Systems 351
Goods Supply Chain Management 326 Relevant Costs of an Inventory System 352
Network Model 326 Order Quantity Models 352
Managing Uncertainty 327 Economic Order Quantity 352
Supply Chain Strategic Planning 327 Inventory Model with Quantity Discounts 356
Service Supply Relationships 328 Inventory Model with Planned Shortages 358
Customer-Supplier Duality 328 Inventory Management under Uncertainty 361
Managerial Implications of Bidirectional Inventory Control Systems 362
Relationships 331 Continuous Review System 363
Service Supply Relationships Are Hubs, Periodic Review System 364
Not Chains 331 The ABCs of Inventory Control 365
Service Capacity Is Analogous to Inventory 331 Single-Period Model for Perishable Goods 366
Customer Supplied Inputs Can Vary in Quality 331 Expected Value Analysis 367
Sources of Value in Service Supply Marginal Analysis 368
Relationships 332 Retail Discounting Model 369
Bidirectional Optimization 332 Service Benchmark: A Chip in Time Isn t Stale 370
Management of Productive Capacity 332 Summary 371
Management of Perishability 333 Key Terms and Definitions 371
Purchasing Business Services 333 Topics for Discussion 371
Classification of Business Services 335 Interactive Exercise 372
Table of Contents xiii
Solved Problems 372 PART FOUR
Exercises 373 TOWARD WORLD-CLASS
Case: A.D. Small Consulting 379 SERVICE 421
Case: Last Resort Restaurant 380
Case: Elysian Cycles 380
Selected Bibliography 3 81
Endnotes 382
Chapter 15
Productivity and Quality
Improvement 423
Chapter 14 Learning Objectives 423
Managing Projects 383 Chapter Preview 423
Learning Objectives 383 Customer Value Equation 424
Chapter Preview 383 Results Produced for the Customer 424
The Nature of Project Management 384 Process Quality 424
Characteristics of Projects 384 Price to the Customer 424
Project Management Process 384 Cost of Acquiring the Service 424
Selecting the Project Manager 385 StaSes in Service Firm Competitiveness 425
Building the Project Team 385 Available for Service 425
Principles of Effective Project Management 386 Journeyman 425
Techniques for Project Management 387 Distinctive Competence Achieved 427
Gantt Project Charts 387 World-Class Service Delivery 427
A Critique of Gantt Charts 387 Making Continuous Improvement a Competitive
Constructing a Project Network 388 Strategy 427
Critical Path Method 390 Inventory and Waiting Line Analogy 428
Microsoft Project for Windows Analysis 393 Continuous Improvement as Part of the Service
Resource Constraints 396 Organization Culture 429
Activity Crashing 396 Management Implications 431
Incorporating Uncertainty in Activity Times 401 Walk-Through Audit 432
Estimating Activity Duration Distributions 401 Designing a Walk-Through Audit 432
Project Completion Time Distribution 402 Implications for Management 433
A Critique of the Project Completion The Walk-Through Audit as a Diagnostic
Time Analysis 404 Instrument 433
Problems with Implementing Critical Quality and Productivity
Path Analysis 405 Improvement Process 435
Monitoring Projects 406 Foundations of Continuous Improvement 435
Earned Value Chart 406 Plan-Do-Check-Act (PDCA) Cycle 437
Project Termination 407 Problem Solving 437
Project History Report 407 Quality Tools for Analysis and
Summary 407 Problem Solving 438
Service Benchmark: The House That Check Sheet 439
Warren Built 408 Run Chart 439
Key Terms and Definitions 408 Histogram 439
Topics for Discussion 409 Pareto Chart 439
Interactive Exercise 409 Flowchart 441
Solved Problems 409 Cause-and-Effect Diagram 441
Exercises 411 Scatter Diagram 443
Case: Info-Systems, Inc. 416 Control Chart 443
Case: Whittier County Hospital 417 Programs for Organizational Quality
Selected Bibliography 418 Improvement 444
Endnotes 419 Personnel Programs for Quality Assurance 444
xiv Table of Contents
Quality-Improvement Program to Achieve Zero Key Terms and Definitions 484
Defects 445 Topics for Discussion 484
Deming s 14-Point Program 446 Interactive Exercise 484
Malcolm Baldrige National Quality Award 447 Case: Goodwill Industries International, Inc. 484
ISO 9000 447 Case: Federal Express: Tiger International
Benchmarking 449 Acquisition 487
Service Benchmark: Shoppers Act as Their Own Selected Bibliography 490
Cashiers at Some Stores 450 Endnotes 490
Summary 451
Key Terms and Definitions 451 PART FI VF
Topics for Discussion 452
Interactive Exercise 452 QUANTITATIVE MODELS FOR SERVICE
Case: The Museum of Art and Design 452 MANAGEMENT 493
Case: Mega Bytes Restaurant 454
Chapter 15 Supplement: Chapter 17
Data Envelopment Analysis (DEA) 458 Forecasting Demand for Services 495
Measuring Service Productivity 459 T _,. . . ,
The DEA Model 459 Learning Objectives 495
_, , . , . ,^e Chapter Preview 495
DEA and Strategic Planning 465 .. . w , , tnr
. .,, 5 6 Subi ective Models 496
Exercises 466 ^ ,,.,,, , , -
/-i »j-j a*i *¦ t t- ahh Delphi Method 496
Case: Mid-Atlantic Bus Lines 466 , , ,
Selected Bibliography 466 Cross-Impact Analysts 498
Endnotes 467 Historical Analogy 498
endnotes 40/ Causal Models 499
Regression Models 499
Econometric Models 501
Time Series Models 501
Learning Objectives 469 N-Period Moving Average 501
Chapter Preview 470 Simple Exponential Smoothing 502
Domestic Growth and Expansion Strategies 470 Relationship Between a and N 505
Focused Service 470 Forecast Error 505
Focused Network 471 Exponential Smoothing with Trend
Clustered Service 472 Adjustment 506
Diversified Network 472 Exponential Smoothing with Seasonal
Franchising 473 Adjustment 507
The Nature of Franchising 473 Exponential Smoothing with Trend and Seasonal
Benefits to the Franchisee 473 Adjustments 510
Issues for the Franchisor 474 Summary of Exponential Smoothing 510
Globalization of Services 475 Summary 512
The Nature of the Borderless World 476 Service Benchmark: L. L. Bean Improves
Planning Multinational Operations 477 Call-Center Forecasting 513
Global Service Strategies 478 Key Terms and Definitions 516
Multicountry Expansion 479 Topics for Discussion 516
Importing Customers 480 Interactive Class Exercise 516
Following Your Customers 481 Solved Problems 516
Service Unbundling 481 Exercises 518
Beating the Clock 482 Case: Oak Hollow Evaluation Center 519
Service Benchmark: Small World and Case: Gnomial Functions, Inc. 521
Other Myths 483 Selected Bibliography 522
Summary 483 Endnotes 522
Chapter 16
Growth and Globalization of Services 469
Table of Contents xv
Chapter 18 Service Benchmark: Simulation Modeling for
Queuing Models and Capacity Process Reengineering in the Telecommunications
Planning 523 Industry 543
Key Terms and Definitions 546
Learning Objectives 523 Topics for Discussion 546
Chapter Preview 524 Interactive Exercise 546
Capacity Planning 525 Solved Problems 547
Strategic Role of Capacity Decisions 525 Exercises 548
Analytical Queuing Models 526 Case: Houston Port Authority 551
StandardMM/1 Model 528 Case: Freedom Express 552
Finite-Queue M/M/7 Model 530 Case: Renaissance Clinic (B) 552
M/G/l Model 531 Selected Bibliography 553
Standard M/M/c Model 532 Endnotes 554
Finite-Queue M/M/c Model 535
General Self-Service M/G/°° Model 535
General Relationships Between System Appendix A: Areas of Standard Normal
Characteristics 536 Distribution 555
Capacity Planning Criteria 537 Appendix B : Uniformly Distributed Random
Average Customer Waiting Time 538 Numbers TO 11 557
Probability of Excessive Waiting 538
Minimizing the Sum of Customer Waiting Costs Appendix C: Values of Lq for the M/M/c
and Service Costs 539 Queuing Model 558
Probability of Sales Lost Because of Inadequate
Waiting Area 541
Requirement That Expected Profit on Last Unit of
Capacity Should Just Exceed Expected Name Index 564
Loss 542
Summary 542
Appendix D: Equations for Selected
Queueing Models 560
Subject Index 569
|
| any_adam_object | 1 |
| author | Fitzsimmons, James A. |
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| dewey-ones | 658 - General management |
| dewey-raw | 658 |
| dewey-search | 658 |
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 4. ed. |
| format | Book |
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| id | DE-604.BV016531725 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T19:11:36Z |
| institution | BVB |
| isbn | 0072823739 0071214577 |
| language | English |
| lccn | 2003043003 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-010215397 |
| oclc_num | 51629343 |
| open_access_boolean | |
| owner | DE-91 DE-BY-TUM DE-91G DE-BY-TUM |
| owner_facet | DE-91 DE-BY-TUM DE-91G DE-BY-TUM |
| physical | XX, 587 S. Ill., graph. Darst. 2 CD-ROMs (12 cm) |
| publishDate | 2004 |
| publishDateSearch | 2004 |
| publishDateSort | 2004 |
| publisher | McGraw-Hill/Irwin |
| record_format | marc |
| spelling | Fitzsimmons, James A. Verfasser (DE-588)135945453 aut Service management operations, strategy, and information technology James A. Fitzsimmons ; Mona J. Fitzsimmons 4. ed. Boston [u.a.] McGraw-Hill/Irwin 2004 XX, 587 S. Ill., graph. Darst. 2 CD-ROMs (12 cm) txt rdacontent n rdamedia nc rdacarrier Accompanying CD-ROM contains PowerPoint lecture slides, ServiceModel simulation software, an Excel spreadsheet, chapter quizzes, and websites. -- The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation. - Includes bibliographical references and indexes System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent. Administración de industrias de servicios Dienstensector gtt Management gtt Service industries Management CD-ROM (DE-588)4139307-7 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s CD-ROM (DE-588)4139307-7 s 1\p DE-604 Fitzsimmons, Mona J. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010215397&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Fitzsimmons, James A. Service management operations, strategy, and information technology Administración de industrias de servicios Dienstensector gtt Management gtt Service industries Management CD-ROM (DE-588)4139307-7 gnd Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4139307-7 (DE-588)4037278-9 (DE-588)4012181-1 |
| title | Service management operations, strategy, and information technology |
| title_auth | Service management operations, strategy, and information technology |
| title_exact_search | Service management operations, strategy, and information technology |
| title_full | Service management operations, strategy, and information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_fullStr | Service management operations, strategy, and information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_full_unstemmed | Service management operations, strategy, and information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_short | Service management |
| title_sort | service management operations strategy and information technology |
| title_sub | operations, strategy, and information technology |
| topic | Administración de industrias de servicios Dienstensector gtt Management gtt Service industries Management CD-ROM (DE-588)4139307-7 gnd Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Administración de industrias de servicios Dienstensector Management Service industries Management CD-ROM Dienstleistungsbetrieb |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010215397&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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