Service management for competitive advantage
著者
書誌事項
Service management for competitive advantage
（McGraw-Hill international editions, . Management and organization series）
McGraw-Hill, 1994
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注記
Includes bibliographical references and indexes
内容説明・目次
内容説明
This new book on service management sets the paradigm service management for the 1990's. An undergraduate text, it is distinguished by its unique focus on service management for competitive advantage and by its integration of the author's first-hand experience and research with numerous service firms. Jargon-free, it treats issues rigorously, contains the most recent data, and is soundly based on the most current scholarly thinking available in the service literature. Quantitative material is separated from conceptual material in the chapter supplements and final section of the text, but statistics is a prerequisite. It emphasises that success in a world-wide market is tied inextricably to quality, innovation, and growth and expansion. Its highly readable presentation is designed to appeal even to students with little business experience, and includes all real-world examples, quality end-of-chapter cases, exercises, and fully-worked examples.
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 encouter
- case - Amy's Ice Cream
- 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
- supplement - data envelopment analysis
- growth and expansion
- case - Federal Express
- forecasting demand for services
- caes - Oak Hollow Evaluation Centre, Gnomial Functions, Inc
- queuing models and capacity planning
- cases - Houston Port Authority, Freedom Express, Cedar Valley Community College, Pronto Pizza
- linear programming models in services
- cases - Munich Delicatessen, Sequoia Airlines.
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