Service Management: Operations, Strategy, Information Technology with Student CD

James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, 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. 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, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in 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. 

Chapter 1. The Role of Services in an Economy Chapter 2. The Nature of Services Chapter 3. Service Strategy Chapter 4. New Service Development Chapter 5. Technology in Services Chapter 6. Service Quality Chapter 7. The Service Encounter Chapter 8. The Supporting Facility Chapter 9. Service Facility Location Chapter 10. Managing Service Projects Chapter 11. Forecasting Demand for Services Chapter 12. Managing Capacity and Demand Chapter 13. Managing Waiting Lines Chapter 14. Capacity Planning and Queuing Models Chapter 15. Managing Service Supply Relationships Chapter 16. Managing Facilitating Goods Chapter 17. Growth and Globalization of Services