Service Management: Operations, Strategy, Information Technology: 2026 Release ISE （11TH）

Bordoloi, Sanjeev

McGraw-Hill Education（2026/03発売）

• 製本 Paperback:紙装版/ペーパーバック版
• 言語 ENG
• 商品コード 9781265369699

Full Description

Transform your service management courses with Service Management: Operations, Strategy, Information Technology. Designed to address the growing demand for service-focused content, this market-leading title delivers up-to-date real-world coverage, engaging case studies, and tools tailored to both elective and introductory operations management courses. With features like interactive exercises, solved problems, and integrated Connect offerings, it empowers instructors to provide students with a competitive edge in understanding service industries.

Contents

PART ONE: UNDERSTANDING SERVICES
1. The Service Economy
2. Service Strategy

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

PART THREE: MANAGING SERVICE OPERATIONS
9. Service Supply Relationships
10. Globalization of Services
11. Managing Capacity and Demand
12. Managing Waiting Lines
13. Capacity Planning and Queuing Models Supplement: Computer Simulation

PART FOUR: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
14. Forecasting Demand for Services
15. Managing Service Inventory
16. Managing Service Projects

APPENDIX
A. Areas of Standard Normal Distribution
B. Uniformly Distributed Random Numbers [0, 1]
C. Values of Lq for the M/M/c Queuing Model
D. Equations for Selected Queuing Models