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- Full title: Service Management: Operations, Strategy, Information Technology 9th Edition
- Edition: 9th
- Copyright year: 2019
- Publisher: McGraw-Hill Higher Education
- Author: Sanjeev Bordoloi
- ISBN: 9781259784637, 9781260167153
- Format: PDF
Description of Service Management: Operations, Strategy, Information Technology 9th Edition:
The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.