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Service Management with Premium Content Access Card, by James Fitzsimmons, Mona Fitzsimmons
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Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. The Seventh Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The new edition is designed to develop students' skills in both strategic and operational issues pertaining to services.
- Sales Rank: #391909 in Books
- Brand: McGraw-Hill Irwin
- Published on: 2010-03-19
- Ingredients: Example Ingredients
- Original language: English
- Number of items: 1
- Dimensions: 11.20" h x 1.10" w x 8.80" l, 3.10 pounds
- Binding: Hardcover
- 541 pages
About the Author
James A Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an MBA from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, referred to as CALL, has been used by major cities worldwide to plan emergency ambulance systems. Consulting assignments include the RAND Corporation; the U.S. Air Force; the cities of Los Angeles, Denver, Austin, Melbourne, and Auckland; the Texas comptroller; General Motors; La Quinta Motor Inns; Greyhound; TRICON Restaurants International; and McDonald's. Teaching experience includes faculty appointments at the University of California at Los Angeles, California State University at Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. He is a registered professional engineer in the state of Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects. Mona Fitzsimmons A graduate of the University of Michigan, received her undergraduate degree in journalism with major supporting work in chemistry and psychology. Her graduate work was in geology and she has taught in public and private schools and at the university level. She has done writing and editing for the Encyclopaedia Britannica Education Corporation and for various professional journals and organizations. With James Fitzsimmons she edited New Service Development: Creating Memorable Experiences published in 2000 by Sage Publications. Her nonprofessional activities have included volunteer work for the Red Cross aquatics program and in wildlife rehabilitation. She has particular interests in the areas of environmental issues and the responsibilities of patients and physicians in health care
Most helpful customer reviews
0 of 0 people found the following review helpful.
Easy-reading
By Milla
Book is easy to read for the most part. However some of the chapters dealing in problem solving are not as intuitive or clear as they should be.
0 of 0 people found the following review helpful.
good book, interesting
By Amazon Customer
great book, tons of examples.... it made my class a lot easier... i like how it has cases that can be used to practice what you learn
0 of 0 people found the following review helpful.
great book
By Dayanara Martinez
It has helped me with my class and I am able to understanding. I love the stories about the different companies and their strategies
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