Service management for competitive advantage
著者
書誌事項
Service management for competitive advantage
（McGraw-Hill series in management）
McGraw-Hill, c1994
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注記
Includes bibliographical references and indexes
内容説明・目次
内容説明
James Fitzsimmons' 1982 McGraw-Hill text, "Service Operations Management", the first book on the topic, defined the field of service operations management. Fitzsimmons is now senior author of an all new 1994 service management text which sets the paradigm for service management for the 1990s. This junior/senior/graduate text is distinguished by its unique focus on service management for competitive advantage and by its integration of the author's first-hand experiences and research with numerous service firms. Its highly readable presentation is designed to appeal even to students with little business experience.
目次
- Part 1 Services and the economy: the role of service in an economy
- the nature of services case: village volvo. Part 2 The service concept and competitive strategy: service strategy and market position case: America west airlines
- strategic role of the information resource case: Mrs. Fields cookies. Part 3 Structuring the service enterprise: the service delivery system case: 100 yen sushi house
- service facility design and layout cases: HMO's, esquire department store
- service facility location cases: HMO, athol furniture. Part 4 Managing service operations: the service encounter case: Amy's ice cream
- ch.8 supplement: work measurement
- service quality cases: clean sweep, inc., the complaint letter
- managing capacity and demand cases: river city national bank, gateway international airport
- managing queues cases: thrifty rent-a-car, eye'll be seeing you. Part 5 Toward world class service: productivity and quality improvement case: Alcove corp. ch.12 Supplement: data envelopment analysis
- growth and expansion case: federal express
- forecasting demand for services cases: oak hollow evaluation centre, gnomial functions, in
- queuing models and capacity planning cases: houston port authority, freedom express, cedar vall community college, pronto pizza
- linear programming models in services cases: munich delicatessen, sequoia airlines.
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