Service Management: Operations,Strategy, Information Technology, 10/e (Paperback)
暫譯: 服務管理：運營、策略、資訊科技，第10版（平裝本）
Sanjeev K. Bordoloi,James A. Fitzsimmons,Mona J. Fitzsimmons
- 出版商: McGraw-Hill Education
- 出版日期: 2023-05-30
- 售價: $1,720
- 貴賓價: 9.8 折 $1,686
- 語言: 英文
- 頁數: 524
- ISBN: 1265075530
- ISBN-13: 9781265075538
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商品描述
Bordoloi's Service Management 10e contains extensive coverage of the impacts of COVID-19 including the service innovation and progress experienced by a global pandemic. Written in an engaging literary style, based on research and consulting experience of authors, it focuses on service for competitive advantage and integrates technology, operations, and human behavior and the need for continuous quality improvement to be effective in a global environment. This edition continues to acknowledge and emphasize the essential uniqueness of service management.
The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. The integration of technology, operations, and human behavior is recognized as central to effective service management. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. Each chapter begins with a vignette of a well-known company to motivate the reader and illustrate the strategic nature of the topic to be covered. Each chapter has a preview, a closing summary, key terms and definitions, a service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.
商品描述(中文翻譯)
Bordoloi的《服務管理》第10版廣泛涵蓋了COVID-19的影響，包括全球大流行所帶來的服務創新和進展。該書以引人入勝的文學風格撰寫，基於作者的研究和諮詢經驗，專注於為競爭優勢而提供的服務，並整合技術、運營和人類行為，以及在全球環境中有效運作所需的持續質量改進。本版繼續承認並強調服務管理的基本獨特性。
本書以引人入勝的文學風格撰寫，廣泛使用範例，並基於作者的研究和諮詢經驗。每一章都強調為競爭優勢而管理服務的主題，並為每個管理主題提供焦點。技術、運營和人類行為的整合被認為是有效服務管理的核心。強調在全球環境中有效競爭所需的質量和生產力的持續改進。每一章以一家知名公司的短篇故事開始，以激勵讀者並說明將要討論主題的戰略性。每一章都有預覽、結尾摘要、關鍵術語和定義、服務基準、討論主題、互動練習、適當的解決問題和練習，以及一個或多個案例。
作者簡介
作者：Sanjeev K. Bordoloi
現職：University of St. Thomas, Minnesola
作者：James A. Fitzsimmons
現職：University of Texas at Austin
作者：Mona J. Fitzsimmons
作者簡介(中文翻譯)
作者：Sanjeev K. Bordoloi
現職：聖托馬斯大學，明尼蘇達州
作者：James A. Fitzsimmons
現職：德克薩斯大學奧斯汀分校
作者：Mona J. Fitzsimmons
目錄大綱
PART I: UNDERSTANDING SERVICES
Ch 1 The Service Economy
Ch 2 Service Strategy
PART II: DESIGNING THE SERVICE ENTERPRISE
Ch 3 New Service Development
Ch 4 The Service Encounter
Ch 5 Supporting Facility and Process Flows
Ch 6 Service Quality
Ch 7 Process Improvement Supplement: Data Envelopment Analysis (DEA)
Ch 8 Service Facility Location
PART III: MANAGING SERVICE OPERATIONS
Ch 9 Service Supply Relationships
Ch10 Globalization of Services
Ch11 Managing Capacity and Demand
Ch12 Managing Waiting Lines
Ch13 Capacity Planning and Queuing Models Supplement: Computer Simulation
PART IV: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
Ch14 Forecasting Demand for Services
Ch15 Managing Service Inventory
Ch16 Managing Service Projects
目錄大綱(中文翻譯)
PART I: UNDERSTANDING SERVICES
Ch 1 The Service Economy
Ch 2 Service Strategy
PART II: DESIGNING THE SERVICE ENTERPRISE
Ch 3 New Service Development
Ch 4 The Service Encounter
Ch 5 Supporting Facility and Process Flows
Ch 6 Service Quality
Ch 7 Process Improvement Supplement: Data Envelopment Analysis (DEA)
Ch 8 Service Facility Location
PART III: MANAGING SERVICE OPERATIONS
Ch 9 Service Supply Relationships
Ch10 Globalization of Services
Ch11 Managing Capacity and Demand
Ch12 Managing Waiting Lines
Ch13 Capacity Planning and Queuing Models Supplement: Computer Simulation
PART IV: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
Ch14 Forecasting Demand for Services
Ch15 Managing Service Inventory
Ch16 Managing Service Projects
