Service management: operations, strategy, information technology
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boston [u.a.]
McGraw-Hill
2011
|
| Ausgabe: | 7. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVIII, 541 S. Ill., graph. Darst. |
| ISBN: | 9780073403359 |
Internformat
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, information technology |c James A. Fitzsimmons ; Mona J. Fitzsimmons |
| 250 | |a 7. ed. | ||
| 264 | 1 | |a Boston [u.a.] |b McGraw-Hill |c 2011 | |
| 300 | |a XVIII, 541 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 0 | |a Service industries / Management | |
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| 700 | 1 | |a Fitzsimmons, Mona J. |e Verfasser |0 (DE-588)172702909 |4 aut | |
| 856 | 4 | 2 | |m Digitalisierung UB Passau |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020484210&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
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Datensatz im Suchindex
| _version_ | 1804143140252155904 |
|---|---|
| adam_text | Table
of Contents
PART ONE
UNDERSTANDING SERVICES
1
Chapter
1
The Role of Services in an Economy
3
Learning Objectives
3
Chapter Preview
4
Service Definitions
4
Facilitating Role of Services in an Economy
Economic Evolution
5
Stages of Economic Development
6
Preindustrial Society
1
Industrial Society
7
Postindustrial
Society
8
Nature of the Service Sector
9
The 21st Century Career
10
New Experience Economy
11
Consumer Service Experience
11
Business Service Experience
12
Sources of Service Sector Growth
13
Information Technology
13
Innovation
14
Changing Demographics
14
Service Benchmark: Walmart Is Number One
on the Fortune
500
List
15
Summary
15
Key Terms and Definitions
15
Topics for Discussion
15
Interactive Exercise
16
Selected Bibliography
16
Endnotes 16
Chapter
2
The Nature of Services
17
Learning Objectives
17
Chapter Preview
18
Distinctive Characteristics of Service Operations
18
Customer Participation in the Service Process
18
Simultaneity
19
Perishability
20
Intangibility
20
Heterogeneity
21
Non-ownership Characteristic of Services
21
The Service Package
22
Grouping Services by Delivery Process
23
Classifying Services for Strategic Insights
26
Nature of the Service Act
26
Relationship with Customers
27
Customization and Judgment
27
Nature of Demand and Capacity
28
Method of Service Delivery
28
Service-Dominant Logic
30
An Open-Systems View of Services
31
Service Benchmark: Outside the Box
32
Summary
32
Key Terms and Definitions
33
Topics for Discussion
33
Interactive Exercise
33
Case
2.1:
Village Volvo
33
Case
2.2:
Xpresso Lube
34
Selected Bibliography
36
Endnotes 36
Chapter
3
Service Strategy
37
Learning Objectives
37
Chapter Preview
37
The Strategic Service Vision
38
Understanding the Competitive Environment
of Services
40
Competitive Service Strategies
41
Overall Cost Leadership
41
Differentiation
42
Focus
43
Strategic Analysis
43
Porter s Five Forces Analysis
43
SWOT Analysis: Strengths, Weaknesses, Opportunities,
Threats
44
Winning Customers in the Marketplace
45
Qualifiers
46
Service Winners
46
Service Losers
46
The Competitive Role of Information in Services
46
Creation of Barriers to Entry
46
Revenue Generation
48
Database Asset
49
Productivity Enhancement
49
The Virtual Value Chain
51
First Stage (New Processes)
52
Second Stage (New Knowledge)
52
Third Stage (New Products)
53
Fourth Stage (New Relationships)
53
Limits in the Use of Information
53
Anticompetitive
53
Fairness
53
Invasion of Privacy
53
Data Security
53
Reliability
54
Using Information to Categorize Customers
54
Stages in Service Firm Competitiveness
54
Available for Service
54
Journeyman
56
Distinctive Competence Achieved
56
World-Class Service Delivery
56
Service Benchmark: Central Market Shuns Conventional
Wisdom and Big-Name Products
57
Summary
57
Key Terms and Definitions
58
Interactive Exercise
58
Topics for Discussion
59
Case
3.1:
United Commercial Bank and El Banco
59
Case
3.2 :
The Alamo Drafthouse
61
Selected Bibliography
63
Endnotes 63
PART TWO
DESIGNING THE SERVICE
ENTERPRISE
65
Chapter
4
New Service Development
67
Learning Objectives
67
Chapter Preview
68
Innovation in Services
68
New Service Development
70
Service Design Elements
72
Customer Value Equation
73
Strategic Positioning through Process
Structure
74
Service Blueprinting
75
Taxonomy for Service Process Design
77
Degree of Divergence
78
Object of the Service Process
78
Type of Customer Contact
78
Generic Approaches to Service System Design
79
Production-Line Approach
79
Customer as Coproducer
81
Customer Contact Approach
82
Information Empowerment
84
Intellectual Property
85
Service Benchmark: Ten Things Google Has Found to
Be True
86
Summary
86
Key Terms and Definitions
87
Topics for Discussion
87
Interactive Exercise
87
Case
4.1: 100
Yen Sushi House
87
Case
4.2:
Commuter Cleaning
—
A New Venture
Proposal
88
Case
4.3:
Golfsmith
90
Selected Bibliography
91
Endnotes 93
Chapter
5
Technology in Services
95
Learning Objectives
95
Chapter Preview
96
Technology in the Service Encounter
96
The Emergence of Self-Service
97
Automation in Services
98
The Internet as a Service Enabler
100
E-Commerce
100
Virtual versus Physical Services
101
E-Business Models
103
Economics of Scalability
103
Technological Innovation in Services
104
Challenges of Adopting New Technology in Services
105
Readiness to Embrace New Technology
106
The Case of Radio Frequency Identification
106
Service Benchmark: Best-in-Practice Is Just a
Click Away
107
Summary
107
Key Terms and Definitions
107
Topics for Discussion
107
Interactive Exercise
108
Case
5.1:
Amazon.com
108
Case
5.2:
Evolution of B2C E-Commerce in Japan
109
Selected Bibliography
111
Endnotes 112
Chapter
6
Service Quality
115
Learning Objectives
115
Chapter Preview
115
Defining Service Quality
116
Dimensions of Service Quality
116
Gaps in Service Quality
117
Measuring Service Quality
119
SERVQUAL
119
Quality Service by Design
120
Incorporation of Quality in the Service Package
120
Taguchi Methods
120
Рока
Yoke (Failsafing)
121
Quality Function Deployment
123
Walk-Through Audit
124
Designing a Walk-Through Audit
125
The Walk-Through Audit as a Diagnostic Instrument
128
Achieving Service Quality
129
Cost of Quality
129
Statistical Process Control
130
Unconditional Service Guarantee
134
Service Recovery
136
Approaches to Service Recoveiy
136
Complaint Handling Policy
137
Stages in Quality Development
138
Xiv
Table
of Contents
Service Benchmark: Bronson Methodist
Hospital
139
Summary
139
Key Terms and Definitions
140
Topics for Discussion
140
Interactive Exercise
140
Solved Problems
140
Exercises
142
Case
6.1 :
Clean Sweep, Inc.
144
Case
6.2:
The Complaint Letter
146
Case
6.3:
The Museum of Art and Design
148
Selected Bibliography
149
Endnotes 152
Chapter
7
Supporting Facility and Process Flows
153
Learning Obj ectives
15 3
Chapter Preview
154
Environmental Psychology and Orientation
154
Servicescapes
154
Behaviors in
Servicescapes
155
Environmental Dimensions of
Servicescapes
156
Facility Design
158
Nature and Objectives of Service Organizations
158
Land Availability and Space Requirements
159
Flexibility
159
Security
159
Aesthetic Factors
160
The Community and Environment
160
Process Analysis
161
Types of Processes
161
Flowcharting
161
Gantt Chart
162
Process Terminology
163
Facility Layout
165
Product Layout and the Work Allocation Problem
165
Process Layout and the Relative Location Problem
166
Service Benchmark: Where, Oh Where Shall
We Go?
170
Summary
170
Key Terms and Definitions
171
Topics for Discussion
171
Interactive Exercise
171
Solved Problems
171
Exercises
174
Case
7.1:
Health Maintenance Organization (A)
177
Case
7.2:
Health Maintenance Organization (B)
177
Case
7.3:
Esquire Department Store
178
Case
7.4:
Central Market
179
Selected Bibliography
180
Endnotes 180
Chapter
8
Process Improvement
181
Learning Obj ectives
181
Chapter Preview
181
Quality and Productivity Improvement Process
182
Foundations of Continuous Improvement
182
Plan-Do-Check-Act (PDCA) Cycle
182
Problem Solving
183
Quality Tools for Analysis and Problem Solving
184
CheckSheet
184
Run Chart
184
Histogram
184
Pareto Chart
185
Flowchart
185
Cause-and-Ejfect Diagram
186
Scatter Diagram
187
Control Chart
187
Benchmarking
18 8
Improvement Programs
189
Personnel Programs for Quality Assurance
189
Deming s
14-І
oint
Program
190
Baldrige National Quality Award
191
ISO
9000 192
Six Sigma
192
Lean Service
195
Summary
196
Service Benchmark: Service, Education, and
Health Care Winners of The Baldrige National
Quality Award
197
Key Terms and Definitions
198
Topics for Discussion
198
Interactive Exercise
198
Case
8.1:
Señora
County Sheriff
198
Case
8.2:
Mega Bytes Restaurant
199
Chapter
8
Supplement: Data Envelopment
Analysis
(DEA)
203
Measuring Service Productivity
203
The
DEA
Model
203
DEA
and Strategic Planning
209
Exercises
210
Case
8.3:
Mid-Atlantic Bus Lines
210
Selected Bibliography
211
Endnotes 211
Chapter
9
The Service Encounter
213
Learning Objectives
213
Chapter Preview
214
The Service Encounter Triad
214
Encounter Dominated by the Service Organization
215
Contact Personnel-Dominated Encounter
215
Customer-Dominated Encounter
215
Table
of Contents
xv
The Service Organization
215
Culture
216
Empowerment
217
Control Systems
217
Contact Personnel
218
Selection
218
Training
219
Creating an Ethical Climate
220
The Customer
221
Expectations and Attitudes
221
The Role of Scripts in
Coproduction
222
Summary of Service Encounters
223
Creating a Customer Service Orientation
223
Service Profit Chain
224
Summary
226
Service Benchmark: Miss Manners on Complaint
Handling
227
Key Terms and Definitions
228
Topics for Discussion
228
Interactive Exercise
228
Case
9.1 :
Amy s Ice Cream
228
Case
9.2:
Enterprise Rent-A-Car
229
Selected Bibliography
232
Endnotes 234
Chapter
10
Service Facility Location
235
Learning Objectives
235
Chapter Preview
236
Strategic Location Considerations
236
Competitive Clustering
237
Saturation Marketing
23 7
Marketing Intermediaries
238
Substitution of Communication for Travel
238
Separation of Front from Back Office
238
Impact of the Internet on Service Location
239
Site Considerations
239
Regression Analysis in Location Decisions
240
Geographic Information System
240
Modeling Considerations
242
Geographic Representation
242
Number of Facilities
244
Optimization Criteria
244
Facility Location Techniques
246
Cross Median Approach for a Single Facility
247
Huff Model for Retail Outlet
249
Location Set Covering for Multiple Facilities
251
Summary
252
Service Benchmark: Here a Bun, There a Bun,
Everywhere a Bun-Bun
253
Key Terms and Definitions
253
Topics for Discussion
254
Interactive Exercise
254
Solved Problems
254
Exercises
256
Case
10.1 :
Health Maintenance Organization (C)
258
Case
10.2:
Athol Furniture, Inc.
259
Selected Bibliography
261
Endnotes 262
PART THREE
MANAGING SERVICE OPERATIONS
263
Chapter
11
Managing Capacity and Demand
265
Learning Objectives
265
Chapter Preview
265
Generic Strategies of Level Capacity or Chase
Demand
266
Strategies for Managing Demand
266
Customer-Induced Variability
266
Segmenting Demand
267
Offering Price Incentives
268
Promoting Off-Peak Demand
269
Developing Complementary Services
270
Reservation Systems and Overbooking
270
Strategies for Managing Capacity
272
Defining Service Capacity
272
Daily Workshift Scheduling
273
Weekly Workshift Scheduling with Days-Off Constraint
275
Increasing Customer Participation
276
Creating Adjustable Capacity
276
Sharing Capacity
277
Cross-Training Employees
277
Using Part-Time Employees
277
Scheduling Part-Time Tellers at a Drive-In Bank
277
Yield Management
278
Yield Management Applications
283
Summary
284
Service Benchmark: Pay Up Front and Take Your
Chances
285
Key Terms and Definitions
285
Topics for Discussion
285
Interactive Exercise 28i>
Solved Problems 2% j
Exercises
288
Case
11.1:
River City National Bank
290
Case
11.2:
Gateway International Airport
291
Case
11.3:
The Yield Management Analyst
293
Case
11.4:
Sequoia Airlines
295
Selected Bibliography
296
Endnotes 298
Chapter
12
Managing Waiting Lines
299
Learning Objectives
299
Chapter Preview
300
The Economics of Waiting
300
xvi
Table
of Contents
Queuing Systems
300
The Psychology of Waiting
301
That Old Empty Feeling
302
A Foot in the Door
302
The Light at the End of the Tunnel
302
Excuse Me, But I Was Next
303
Principles of Waiting Line Management
303
Animate
304
Discriminate
304
Automate
305
Obfuscate
305
Essential Features of Queuing Systems
306
Calling Population
306
A rrival Process
306
Queue Configuration
310
Queue Discipline
312
Service Process
313
Summary
314
Service Benchmark: Five Minutes in Line Is Longer
than Five Minutes at Hard Labor
315
Key Terms and Definitions
315
Topics for Discussion
315
Interactive Exercise
315
Solved Problems
316
Exercises
316
Case
12.1:
Thrifty Car Rental
316
Case
12.2:
Eye ll Be Seeing You
317
Case
12.3:
Field Study
318
Selected Bibliography
319
Endnotes 320
Chapter
13
Service Supply Relationships
321
Learning Objectives
321
Chapter Preview
321
Supply Chain Management
322
Network Model
322
Managing Uncertainty
323
Service Supply Relationships
324
Customer-Supplier Duality
324
Service Supply Relationships Are Hubs,
Not Chains
325
Service Capacity Is Analogous to Inventory
326
Customer Supplied Inputs Can
Vaty
in Quality
326
Managing Service Relationships
326
Bidirectional Optimization
326
Productive Capacity
328
Perishability
328
Professional Service Firms
329
Attributes of Professional Services
329
Operational Characteristics
329
Outsourcing Services
332
Benefits and Risks of Outsourcing Services
332
Classification of Business Services
334
Managerial Considerations with
Sei-vice
Outsourcing
334
Summary
336
Service Benchmark: Citizens Come First in
Lynchburg 337
Key Terms and Definitions
337
Topics for Discussion
337
Interactive Exercise
337
Case
13.1:
Boomer Consulting, Inc.
338
Case
13.2:
Peapod
—
Smart Shopping for Busy
People
340
Case
13.3:
Mortgage Service Game
342
Selected Bibliography
344
Endnotes 344
Chapter
14
Globalization of Services
345
Learning Objectives
345
Chapter Preview
346
Domestic Growth and Expansion Strategies
346
Focused Service
346
Focused Network
347
Clustered Service
348
Diversified Network
348
Franchising
348
The Nature of Franchising
349
Benefits to the Franchisee
349
Issues for the Franchiser
350
Globalization of Services
351
Generic International Strategies
352
The Nature of the Borderless World
353
Planning Transnational Operations
354
Global Service Strategies
357
Multicountry Expansion
358
Importing Customers
358
Following Your Customer
359
Service Offshoring
359
Beating the Clock
360
Service Benchmark: Small World and Other
Myths
360
Summary
361
Key Terms and Definitions
361
Topics for Discussion
361
Interactive Exercise
361
Case
14.1:
Goodwill Industries International, Inc.
362
Case
14.2:
Federal Express: Tiger International
Acquisition
364
Selected Bibliography
366
Endnotes 367
Chapter
15
Managing Service Projects
369
Learning Objectives
369
Chapter Preview
369
The Nature of Project Management
Characteristics of Projects
370
370
Project Management
Process
370
Selecting the Project Manager
3 71
Building the Project Team
371
Principles of Effective Project Management
3 72
Techniques for Project Management
372
Gantt Project Charts
3 72
A Critique of Gantt Charts
374
Constructing a Project Network
3 74
Critical Path Method
3 75
Microsoft Project Analysis
3 78
Resource Constraints
3 81
Activity Crashing
3 81
Incorporating Uncertainty in Activity Times
386
Estimating Activity Duration Distributions
386
Project Completion Time Distribution
387
A Critique of the Project Completion Time Analysis
388
Problems with Implementing Critical Path
Analysis
390
Monitoring Projects
390
Earned Value Chart
390
Project Termination
392
Project History Report
392
Summaiy
392
Service Benchmark: The House That Warren Built
393
Key Terms and Definitions
393
Topics for Discussion
393
Interactive Exercise
394
Solved Problems
394
Exercises
395
Case
15.1:
Info-Systems, Inc.
400
Case
15.2:
Whittier County Hospital
401
Selected Bibliography
402
Endnotes 403
PART FOUR
QUANTITATIVE MODELS FOR
SERVICE MANAGEMENT
405
Chapter
16
Capacity Planning and Queuing Models
407
Learning Objectives
407
Chapter Preview
408
Capacity Planning
408
Strategic Role of Capacity Decisions
409
Analytical Queuing Models
410
Relationships between System Characteristics
412
Standard M/M/l Model
412
Standard M/M/c Model
414
M/G/l Model
417
General Self-Service M/G/x Model
418
Finite-Queue M/M/l Model
418
Finite-Queue M/M/c Model
419
Capacity Planning Criteria
420
Average Customer Waiting Time
420
Probability of Excessive Waiting
421
Minimizing the Sum of Customer Waiting Costs
and Service Costs
422
Probability of Sales Lost Because of Inadequate Waiting
Area
423
Summary
424
Service Benchmark: When More Is Better
425
Key Terms and Definitions
425
Topics for Discussion
425
Interactive Exercise
426
Solved Problems
426
Exercises
428
Case
16.1:
Houston Port Authority
430
Case
16.2:
Freedom Express
431
Case
16.3:
Renaissance Clinic (A)
431
Chapter
16
Supplement: Computer
Simulation
432
Systems Simulation
433
Simulation Methodology
433
Monte Carlo Simulation
435
Generating Random Variables
435
Discrete-Event Simulation
438
ServiceModel Simulation Software
440
Demonstration: Customer Service Call Center
442
Process Analysis: Manufacturing Cell
443
Solved Problems
445
Exercises
447
Case
16.4:
Pronto Pizza
451
Case
16.5:
Renaissance Clinic (B)
451
Selected Bibliography
452
Endnotes 452
Chapter
17
Forecasting Demand for Services
453
Learning Objectives
453
Chapter Preview
453
The Choice of Forecasting Method
454
Subjective Models
454
Delphi Method
455
Cross-Impact Analysis
456
Historical Analogy
456
Causal Models
457
Regression Models
457
Econometric Models
458
Time Series Models
458
N-Period Moving Average
458
Simple Exponential Smoothing
459
Relationship between
α
and.
N 461
Forecast Error
462
Exponential Smoothing with Trend Adjustment
463
Exponential Smoothing with Seasonal Adjustment
464
Exponential Smoothing with Trend and Seasonal
Adjustments
466
Summaiy of Exponential Smoothing
469
xviii
Table
of Contents
Service Benchmark: Googling the Future
469
Summary
469
Key Terms and Definitions
470
Topics for Discussion
470
Interactive Exercise
470
Solved Problems
470
Exercises
473
Case
17.1:
Oak Hollow Medical Evaluation
Center
473
Case
17.2:
Gnomial Functions, Inc.
475
Selected Bibliography
476
Endnotes 476
Chapter
Ί8
Managing Service Inventory
477
Learning Objectives
477
Chapter Preview
478
Inventory Theory
479
Role of Inventory in Services
479
Characteristics of Inventory Systems
480
Relevant Costs of an Inventory System
481
Order Quantity Models
481
Economic Order Quantity
482
Inventory Model with Quantity Discounts
485
Inventory Model with Planned Shortages
487
Inventory Management under Uncertainty
490
Inventory Control Systems
491
Continuous Review System
491
Periodic Review System
492
The ABCs of Inventory Control
494
Single-Period Model for Perishable Goods
495
Expected Value Analysis
496
Marginal Analysis
496
Retail Discounting Model
498
Service Benchmark: A Chip in Time Isn t Stale
499
Summary
499
Key Terms and Definitions
499
Topics for Discussion
500
Interactive Exercise
500
Solved Problems
500
Exercises
502
Case
18.1: A.D.
Small Consulting
507
Case
18.2:
Last Resort Restaurant
508
Case
18.3:
Elysian Cycles
508
Selected Bibliography
509
Endnotes 509
Appendix A: Areas of Standard Normal
Distribution
510
Appendix B: Uniformly Distributed Random
Numbers
[0,1] 511
Appendix C: Values of Lq for the
MIMI c
Queuing
Model
512
Appendix D: Equations for Selected Queuing
Models
514
Name Index
519
Subject Index
525
|
| any_adam_object | 1 |
| author | Fitzsimmons, James A. Fitzsimmons, Mona J. |
| author_GND | (DE-588)135945453 (DE-588)172702909 |
| 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 | BV036562912 |
| classification_rvk | QQ 250 QR 560 ST 610 |
| classification_tum | WIR 935f |
| ctrlnum | (OCoLC)700512105 (DE-599)GBV617735263 |
| discipline | Informatik Wirtschaftswissenschaften |
| edition | 7. ed. |
| format | Book |
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| id | DE-604.BV036562912 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T22:42:55Z |
| institution | BVB |
| isbn | 9780073403359 |
| language | English |
| lccn | 2010000230 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-020484210 |
| oclc_num | 700512105 |
| open_access_boolean | |
| owner | DE-703 DE-945 DE-91 DE-BY-TUM DE-91G DE-BY-TUM DE-521 DE-859 DE-739 DE-473 DE-BY-UBG DE-384 DE-2070s |
| owner_facet | DE-703 DE-945 DE-91 DE-BY-TUM DE-91G DE-BY-TUM DE-521 DE-859 DE-739 DE-473 DE-BY-UBG DE-384 DE-2070s |
| physical | XVIII, 541 S. Ill., graph. Darst. |
| publishDate | 2011 |
| publishDateSearch | 2011 |
| publishDateSort | 2011 |
| publisher | McGraw-Hill |
| record_format | marc |
| spelling | Fitzsimmons, James A. Verfasser (DE-588)135945453 aut Service management operations, strategy, information technology James A. Fitzsimmons ; Mona J. Fitzsimmons 7. ed. Boston [u.a.] McGraw-Hill 2011 XVIII, 541 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Service industries / Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf CD-ROM (DE-588)4139307-7 gnd rswk-swf Management (DE-588)4037278-9 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 (DE-588)172702909 aut Digitalisierung UB Passau application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020484210&sequence=000002&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, information technology Service industries / Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd CD-ROM (DE-588)4139307-7 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4139307-7 (DE-588)4037278-9 |
| title | Service management operations, strategy, information technology |
| title_auth | Service management operations, strategy, information technology |
| title_exact_search | Service management operations, strategy, information technology |
| title_full | Service management operations, strategy, information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_fullStr | Service management operations, strategy, information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_full_unstemmed | Service management operations, strategy, information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_short | Service management |
| title_sort | service management operations strategy information technology |
| title_sub | operations, strategy, information technology |
| topic | Service industries / Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd CD-ROM (DE-588)4139307-7 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Service industries / Management Dienstleistungsbetrieb CD-ROM Management |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020484210&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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