Service management: operations, strategy, and information technology
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Boston [u.a.]
McGraw-Hill/Irwin
2004
|
| Edition: | 4. ed., internat. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | CD-ROM 1 u.d.T.: Student CD-ROM for use with Service management. - CD-ROM 2 u.d.T.: Service model software to accompany Service management |
| Physical Description: | XX, 587 S. Ill., graph. Darst., Kt. 2 CD-ROMs (12 cm) |
| ISBN: | 0072957867 0072858753 0071214577 0072823739 |
Staff View
MARC
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| 246 | 1 | 3 | |a Service model software to accompany Service management |
| 246 | 1 | 3 | |a Student CD-ROM for use with Service management |
| 250 | |a 4. ed., internat. ed. | ||
| 264 | 1 | |a Boston [u.a.] |b McGraw-Hill/Irwin |c 2004 | |
| 300 | |a XX, 587 S. |b Ill., graph. Darst., Kt. |e 2 CD-ROMs (12 cm) | ||
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| 650 | 4 | |a Administración de industrias de servicios | |
| 650 | 7 | |a Dienstensector |2 gtt | |
| 650 | 7 | |a Management |2 gtt | |
| 650 | 4 | |a Service industries |x Management | |
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Record in the Search Index
| _version_ | 1804130479540011008 |
|---|---|
| adam_text | BRIEF CONTENTS PART ONE UNDERSTANDING SERVICES 1 1 THE ROLE OF SERVICES
IN AN ECONOMY 2 THE NATURE OF SERVICES 17 3 SERVICE STRATEGY 37 PART TWO
DESIGNING THE SERVICE ENTERPRISE 65 4 NEW SERVICE DEVELOPMENT 67 5 THE
SERVICE ENCOUNTER 97 6 SERVICE QUALITY 131 7 E-SERVICE 169 8 SERVICE
FACILITY LOCATION 183 9 THE SUPPORTING FACILITY 213 PART THREE MANAGING
SERVICE OPERATIONS 243 10 MANAGING SUPPLY AND DEMAND 245 11 MANAGING
WAITING LINES 283 12 MANAGING SERVICE SUPPLY RELATIONSHIPS 325 13
MANAGING FACILITATING GOODS 347 14 MANAGING PROJECTS 383 PART FOUR
TOWARD WORLD-CLASS SERVICE 421 15 PRODUCTIVITY AND QUALITY IMPROVEMENT
423 16 GROWTH AND GLOBALIZATION OF SERVICES 469 PART FIVE QUANTITATIVE
MODELS FOR SERVICE MANAGEMENT 493 17 FORECASTING DEMAND FOR SERVICES 495
18 QUEUING MODELS AND CAPACITY PLANNING 523 APPENDIX A AREAS OF STANDARD
NORMAL DISTRIBUTION 555 B UNIFORMLY DISTRIBUTED RANDOM NUMBERS [0,1] 557
C VALUES OF L Q FOR THE M/M/C QUEUING MODEL 558 D EQUATIONS FOR SELECTED
QUEUING MODELS 560 NAME INDEX 564 SUBJECT INDEX 569 VII
|
| any_adam_object | 1 |
| author | Fitzsimmons, James A. Fitzsimmons, Mona J. |
| author_GND | (DE-588)135945453 |
| author_facet | Fitzsimmons, James A. Fitzsimmons, Mona J. |
| author_role | aut aut |
| author_sort | Fitzsimmons, James A. |
| author_variant | j a f ja jaf m j f mj mjf |
| building | Verbundindex |
| bvnumber | BV017773855 |
| callnumber-first | H - Social Science |
| callnumber-label | HD9980 |
| callnumber-raw | HD9980.5 |
| callnumber-search | HD9980.5 |
| callnumber-sort | HD 49980.5 |
| callnumber-subject | HD - Industries, Land Use, Labor |
| classification_rvk | QR 560 |
| ctrlnum | (OCoLC)51629343 (DE-599)BVBBV017773855 |
| dewey-full | 658 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658 |
| dewey-search | 658 |
| dewey-sort | 3658 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 4. ed., internat. ed. |
| format | Book |
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| id | DE-604.BV017773855 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T19:21:41Z |
| institution | BVB |
| isbn | 0072957867 0072858753 0071214577 0072823739 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-010675362 |
| oclc_num | 51629343 |
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| owner | DE-824 DE-703 |
| owner_facet | DE-824 DE-703 |
| physical | XX, 587 S. Ill., graph. Darst., Kt. 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 Service model software to accompany Service management Student CD-ROM for use with Service management 4. ed., internat. ed. Boston [u.a.] McGraw-Hill/Irwin 2004 XX, 587 S. Ill., graph. Darst., Kt. 2 CD-ROMs (12 cm) txt rdacontent n rdamedia nc rdacarrier CD-ROM 1 u.d.T.: Student CD-ROM for use with Service management. - CD-ROM 2 u.d.T.: Service model software to accompany Service management Administración de industrias de servicios Dienstensector gtt Management gtt Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf CD-ROM (DE-588)4139307-7 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. Verfasser aut SWB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010675362&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. Fitzsimmons, Mona J. Service management operations, strategy, and information technology Administración de industrias de servicios Dienstensector gtt Management gtt Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd CD-ROM (DE-588)4139307-7 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4037278-9 (DE-588)4139307-7 |
| title | Service management operations, strategy, and information technology |
| title_alt | Service model software to accompany Service management Student CD-ROM for use with Service management |
| 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 Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd CD-ROM (DE-588)4139307-7 gnd |
| topic_facet | Administración de industrias de servicios Dienstensector Management Service industries Management Dienstleistungsbetrieb CD-ROM |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010675362&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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