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Service Management: Operations,Strategy, Information Technology(10版)

Service

沒有庫存
訂購需時10-14天
9781265075538
Sanjeev K. Bordoloi ,James A. Fitzsimmons ,Mona J. Fitzsimmons
華泰文化
2023年5月30日
573.00  元
HK$ 573  






ISBN:9781265075538
  • 叢書系列:服務作業管理
  • 規格:平裝 / 524頁 / 21.6 x 27.6 x 1.8 cm / 普通級 / 雙色印刷 / 10版
  • 出版地:台灣
    服務作業管理


  • 專業/教科書/政府出版品 > 管理類 > 企業管理 > 管理學











      Bordolois 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.

    ?

      The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. The integration of technology, operations, and human behavior is recognized as central to effective service management. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. Each chapter begins with a vignette of a well-known company to motivate the reader and illustrate the strategic nature of the topic to be covered. Each chapter has a preview, a closing summary, key terms and definitions, a service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.



     





    PART I: UNDERSTANDING SERVICES

    Ch 1 The Service Economy

    Ch 2 Service Strategy



    PART II: DESIGNING THE SERVICE ENTERPRISE

    Ch 3 New Service Development

    Ch 4 The Service Encounter

    Ch 5 Supporting Facility and Process Flows

    Ch 6 Service Quality

    Ch 7 Process Improvement Supplement: Data Envelopment Analysis (DEA)

    Ch 8 Service Facility Location



    PART III: MANAGING SERVICE OPERATIONS

    Ch 9 Service Supply Relationships

    Ch10 Globalization of Services

    Ch11 Managing Capacity and Demand

    Ch12 Managing Waiting Lines

    Ch13 Capacity Planning and Queuing Models Supplement: Computer Simulation



    PART IV: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT

    Ch14 Forecasting Demand for Services

    Ch15 Managing Service Inventory

    Ch16 Managing Service Projects




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