1000108263

(e-Book) Service Management: Operations Strategy Information Technology 10th Edition (12 Months Digital Access) – Bordoloi/Fitzsimmons

RM90.00

Product Info
Delivery & Shipping Cost

Delivery using J&T. The cost depends on the rate as provided by J&T.

Not refundable due to human error (like scratching); else for the books that printing error, missing pages or incorrect books. Please email us at sales@abookstore.my

Product Description

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.

Table of Content

This is a Digital Product – Please take note of the access platform and access period.

Once the payment confirmed, we will proceed to send the order to the publisher to ship out the access code via your registered email address within 3-5 working days

PART ONE UNDERSTANDING SERVICES
Chapter 1 The Service Economy
Chapter 2 Service Strategy

PART TWO DESIGNING THE SERVICE ENTERPRISE
Chapter 3 New Service Development
Chapter 4 The Service Encounter
Chapter 5 Supporting Facility and
Chapter 6 Service Quality
Chapter 7 Process Improvement
Chapter 7 Supplement: Data Envelopment Analysis (DEA)
Chapter 8 Service Facility Location

PART THREE MANAGING SERVICE OPERATIONS
Chapter 9 Service Supply Relationships
Chapter 10 Globalization of Services
Chapter 11 Managing Capacity and Demand
Chapter 12 Managing Waiting Lines
Chapter 13 Capacity Planning and

PART FOUR Quantitative Models for Service Management
Chapter 14 Forecasting Demand for Services
Chapter 15 Managing Service Inventory
Chapter 16 Managing Service Projects