Ebook Service Management: Operations, Strategy, and Information Technology, by James A. Fitzsimmons, Mona J. Fitzsimmons
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Service Management: Operations, Strategy, and Information Technology, by James A. Fitzsimmons, Mona J. Fitzsimmons
Ebook Service Management: Operations, Strategy, and Information Technology, by James A. Fitzsimmons, Mona J. Fitzsimmons
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Designed for courses in service management, service operations management, or operations management. This book looks at services and the economy, the service concept and competitive strategy, and managing service operations.
- Sales Rank: #1535590 in Books
- Published on: 2004-03
- Ingredients: Example Ingredients
- Original language: English
- Number of items: 1
- Dimensions: 1.20" h x 7.30" w x 9.20" l, 2.45 pounds
- Binding: Hardcover
- 587 pages
Most helpful customer reviews
0 of 0 people found the following review helpful.
It's a text book, it does the job. ...
By E.P.
It's a text book, it does the job. If you need it, you need it. If you don't, can't see buying it.
20 of 22 people found the following review helpful.
Its implementable, I used it so much it needed recovering
By A Customer
This is not the first services management Text I have read or the First Management text. The imposed shake up in the health professions has created a need to take on new learnings in a discipline I was not used too. However as I read I was able to understand and classify services. The wholistic view given in the first chapters allowed me to define my purpose and mission, define the characteristics and benefits of my service and create a service package. I was able to apply this through the service concept and focus on my delivery system creating a strategic plan centered around my clients. Its chapeters on quality allowed me to understand the concept of quality its content and purpose in respect of my business and implement a quality plan. It shed new light on the interactions between employees, organisations and clients. This allowed me to create strategies to improve employee satisfaction. The chapters on The physical facitity allowed me to redesign the physical environment of my service,improving employee and customer satisfaction. Capacity and demand and the handling of waiting times, is so important and the book takes time on these subjects. Conceptualy I was able to design and develope a service reflecting the type and standard of service I was in. This would not have been possible without the background theory, models and formulae supplied by the authors. They package their message in a form I understood. The models and diagrams are particularly good as are the referencing. Although the case studies weren't that relevant as I had my own organisation to test the readings on I still feel they would be valuable to the aspiring student, and it has changed forever my perception of the service encounter both as supplier and participant. The chapters and pieces on IT were important and its role in customisation of services and identifying added value areas and potential new markets are not to be missed.
I would recommend it as a first text and as a core text to cover all the gaps missed or misunderstood in other texts. The depth is such that you get to choose how far you go. If its too much then you stop. A word of warning it took me a year to read not because it was difficult but because clarity of thought can take time. Still my bank manger on seeing my final work stopped short and said.."You can actually do this stuff" If its results you want then this is a good place to start.
0 of 4 people found the following review helpful.
Good transaction.
By K. Thomson
Took a little longer to receive book than I thought it would but it arrived in better condition than expected. Would definitely do business with seller again.
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