Text

Service management :operation, strategy, information technology

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Services touch the lives of every person in this country every day: food services, com¬munication services, and emergency services, to name only a few. Our welfare and the welfare of our economy now are based on services. The activities of manufacturing and agriculture always will be necessary, but we can eat only so much food and we can use only so many goods. Services, however, are largely experiential, and we always will have a limitless appetite for them.
Service operations management is established firmly as a field of study that embraces all service industries. The discipline was first recognized as an academic field by the Decision Sciences Institute (DSI) at its 1987 Boston meeting. In 1989 the International Journal of Service Industry Management was inaugurated. The First International Research Seminar in Service Management was held in France in 1990.
The Journal of Service Research was first published in August 1998 and quickly became the leading journal of the field. At the 2004 Boston meeting of Production and Operations Management Society (POMS), a College on Service Operations was estab¬lished. In 2005 the IBM Almaden Research Center launched an initiative to establish a new discipline called Service Science, Management, and Engineering (SSME). Visit the Academic Initiative SSME website at http://www.ibm.com/developerworks/spaces/ssme to find articles, case studies, and lecture materials. The first issue of Service Research was published by INFORMS on September 2011.
This edition continues to acknowledge and emphasize the essential uniqueness of service management. These are some key features:
1. 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.
2. The theme of managing services for competitive advantage is emphasized in each
chapter and provides a focus for each management topic.
3. The integration of technology, operations, and human behavior is recognized as central
to effective service management.
4. Emphasis is placed on the need for continuous improvement in quality and productiv¬
ity in order to compete effectively in a global environment.
5. To motivate the reader, a vignette of a well-known company starts each chapter, illus¬
trating the strategic nature of the topic to be covered.
6. Each chapter has a preview, a closing summary, key terms and definitions, service
benchmark, topics for discussion, an interactive exercise, solved problems and exer¬
cises when appropriate, and one or more cases.
7. Available on the text's Online Learning Center, www.mhhe.com/fitzsimmons8e, is
access to the Mortgage Service Game, a facility location Excel spreadsheet, chapter quizzes, and websites. Service Model simulation software is also available using the passcode on the Premium Content card packaged with the text, which is required to access the software.
8. The instructor's side of the text website contains an instructor's manual, case analyses,
exercise solutions, sample syllabi, yield management game, and lists of supplementary materials.

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Ketersediaan

202310307	658.401 Fit s	My Library	Tersedia - No Loan
202310308	658.401 Fit s	My Library	Tersedia

Informasi Detil

Judul Seri

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No. Panggil

658.401 Fit s

Penerbit

New York : Mc Graw-Hill., 2014

Deskripsi Fisik

xviii, 524 hal. : il. ; 28 cm.

Bahasa

English

ISBN/ISSN

9781259010651

Klasifikasi

658.401

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subyek

Manajemen Strategis
Manajemen Service

Info Detil Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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