Service management : operations, strategy, information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.
Material type: TextPublication details: Boston : McGraw-Hill/Irwin, c2008.Edition: 6th edDescription: xvii, 537 p. : ill. ; 29 cm. + 1 CD-ROM (4 3/4 in.)ISBN:- 007337783X (alk. paper)
- 9780073377834 (alk. paper)
- 658 22
- HD9980.5 .F549 2008
Item type | Current library | Call number | Status | Date due | Barcode | |
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Books | Balanga Library General Circulation | 658 F562s (Browse shelf(Opens below)) | Available | 3BPSU00035647- | ||
Books | Balanga Library General Circulation | 658 F562s (Browse shelf(Opens below)) | Available | 3BPSU00033900Q |
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658 D541i Introduction to business / | 658 D541i Introduction to business / | 658 F562s Service management : operations, strategy, information technology / | 658 F562s Service management : operations, strategy, information technology / | 658 F946 Business: An Integrated Approach. | 658 G424m Management now / | 658 G424m Management now / |
Deals with the future of service management in specific service management terms but also in broader, societal terms, from both a practitioner and a scholarly perspective. Claims that service management concerns not only what is traditionally known as service organizations, but also constitutes a future paradigm for organizations in general. The goods‐services division in its traditional sense is outdated; it represents a myopic production view, while the service economy is an expression for customer‐oriented and citizen‐oriented, value‐enhancing offering. Although service management has taken a giant step since the late 1970s, we are just beginning to see a new era of management that will fight the battle for economic survival in the future service society. Keyword: customer service management, customer relations, strategy, supply chain management
Includes bibliographical references and indexes.
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