Service Management: Actions, Strategy, and Information Technology (3rd Edition)

Author: Fitzsimmons
Publisher:
Publish Date: 2003-04-01
Features: This book is a classic in American management textbooks, known for its extensive content and in-depth analysis, enjoying a high reputation abroad. It heralds the arrival of the experience economy era in service management research, covering aspects such as the essence of service, competitive strategy, the construction of service enterprises, service operations management, and striving for world-class service. The book emphasizes the integration of theory and practice, supplemented by numerous case studies and exercises to enhance readers' understanding of the knowledge. It is suitable as a textbook for graduate and undergraduate students in business administration, as well as a valuable reference for corporate management personnel engaged in service management and service management researchers.