James A. Fitzsimmons

　　1.The theme of managing services for competitive advantage is emphasized in each chand provides a focus for each management topic.

　　2.The integration of technology, operations, and human behavior is recognized as central to effective service management.

　　3.Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment.

　　4.New co-author, Sanjeev Bordolo, University of St. Thomas, Minnesota, brings a broad range of expertise, especially in the areas of information technology, consulting, and social media.

作者簡介

James A. Fitzsimmons

　　現職：University of Texas

Sanjeev Bordoloi

　　現職：University of St. Thomas

PART I:UNDERSTANDING SERVICES
Ch1 The Service Economy
Ch2 Service Strategy

PART II: DESIGNING THE SERVICE ENTERPRISE
Ch3 New Service Development
Ch4 The Service Encounter
Ch5 Supporting Facility and Process Flows
Ch6 Service Quality
Ch7 Process Improvement
Ch8 Service Facility Location

PART III:MANAGING SERVICE OPERATIONS
Ch9 Service Supply Relationships
Ch10 Globalization of Services
Ch11 Managing Capacity and Demand
Ch12 Managing Waiting Lines
Ch13 Capacity Planning and Queuing Models

PART IV: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
Ch14 Forecasting Demand for Services
Ch15 Managing Service Inventory
Ch16 Managing Service Projects