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Service Management: Operations, Strategy, Information Technology

Balancing conceptual and applied coverage of all aspects of the management and operation of services, "Service Management" has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services.New material on Professional Service Firms highlights IBM's initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and the Mortgage Service Game

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Detail Information

Series Title

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Call Number

SBM-FIT-002

Publisher

New York, NY USA : McGraw-Hill Education., 2008

Collation

Paperback, 537 Pages, Published 2008

Language

English

ISBN/ISSN

978-007-126346-7

Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

Sixth

Subject(s)

Business Management
Service Management

Specific Detail Info

International Edition

Statement of Responsibility

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