Service Management Operations, Strategy, Information Technology

The ninth edition of this comprehensive textbook continues to emphasize the unique nature of service management, offering a thorough exploration of the field. Organized into four parts, it covers understanding services, designing the service enterprise, managing service operations, and quantitative models for service management. This edition provides updated content on capacity management, demand and waiting lines, and service supply relationships, making it an essential resource for students and professionals seeking to excel in service operations.

Why You Should Read?

• Gain a deep understanding of the distinctive characteristics of service operations and their strategic importance.
• Learn how to design a service enterprise that supports competitive strategy, with practical frameworks and examples.
• Explore key topics such as managing capacity, demand, waiting lines, and service supply relationships.
• Access quantitative models for forecasting and managing service inventory, enhancing your analytical skills.

About the Author

Mona J. Fitzsimmons is a respected academic and co-author of this leading textbook on service management. With a focus on operations management, she brings extensive teaching and research experience to the field. Sanjeev Bordoloi is a professor and expert in operations management, contributing valuable insights into service operations and strategy. James A. Fitzsimmons, a pioneer in service management education, has authored numerous influential works and has been instrumental in shaping the discipline.