Service Management: Operations, Strategy, and Information Technology (5th Edition)

Author: James A. Fitzsimmons et al. (USA)
Publisher:
Publish Date: 2006-01-01
Features: This book is the newly released version by James A. Fitzsimmons and Mona J. Fitzsimmons, which took them two years to complete and was published in 2006. It maintains the strengths of previous editions while adding a discussion 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. The content is rich, closely aligned with the development of the information age, and explained in an easy-to-understand manner. It is an excellent textbook.