Service Management Operations. Strategy and Information Technology - (Original Book 5th Edition)

Author: James A. Fitzsimmons
Publisher:
Publish Date: 2007-01-01
Features: This book is the new edition launched by James A. Fitzsimmons and Mona J. Fitzsimmons after two years of work in 2006. It maintains the strengths of previous editions and adds discussions on mortgage services: (1) The book consistently focuses on gaining competitive advantages through service management; (2) It treats marketing, operations, and human behavior as the core of service management; (3) It particularly highlights the characteristics of service delivery systems; (4) It includes techniques such as revenue management, data development analysis, and computer simulation. Rich in content and closely aligned with the development of the information age, it explains concepts in a clear and accessible manner, making it an excellent textbook.