服务管理类书籍详细介绍（管理人必读）.doc

Service Management, 3rd 服务管理，第三版 作者：James A.Fitzsimmons （University of Texas-Austin） ISBN：0071181156 出版年代：2001 出版社： McGraw-Hill 目录原价(USD)：19.95 人民币零售价：135.00 教辅材料：教师手册 内容简介：Service Management is the best-selling text in this market and includes fantastic and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industy. Service Management also does an excellent job of demonstrating how crucial functional areas of organization such as marketing, strategic issues, operations and human behavior impact effective service management. 本书是该领域的畅销书，其突出特点为包含技术领域精彩而适时的例证。该书内容涉及全球运营、服务业质量与产量持续改进的需求等。 主要章节： Part I Understanding Services 1. The Role of Services and the Economy 2. The Nature of Services 3. Service Quality 4. Service Strategy Part II Designing the Service Enterprise 5. New Service Development and Process Design 6. The Supporting Facility 7. Service Facility Location 8. The Service Encounter 8S. Chapter Supplement: Work Measurement 9. Internet Service Part III Managing Service Operations 10. Forecasting Demand for Services 11. Managing Waiting Lines 11S. Chapter Supplement: Computer Simulation 12. Capacity Planning 13. Managing Capacity and Demand 14. Managing Facilitating Goods 15. Service and Supply Chain Management 15S. Chapter Supplement: Vehicle Routing 16. Managing Service Projects 17. Linear Programming Applications in Services Part IV Toward World-Class Service 18. Quality and Productivity Improvement 18S. Chapter Supplement: Data Envelopment Analysis (DEA) 19. Growth and Global Expansion Appendix A: Areas of a Standard Normal Distribution Appendix B: Uniformly Distributed Random Numbers [0,1] Appendix C: Values for Lq for the M/M/c Queuing Model Appendix D: Equations for Selected Queuing Models  Project Management 项目管理 作者：Clifford F.Gra