Service Management: Operations, Strategy, Information Technology 8th Mona Fitzsimmons, James Fitzsimmons

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Service Management

Edition 8

Author(s): James Fitzsimmons,Mona Fitzsimmons,Sanjeev Bordoloi

ISBN: 978-1259010651

Publisher: Mcgraw hill

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Service Management: Operations, Strategy, Information Technology 8th Mona Fitzsimmons, James Fitzsimmons

Chapter 1: The Service Economy
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Chapter 2: Service Strategy
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Chapter 3: New Service Development
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Chapter 4: The Service Encounter
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Chapter 5: Supporting Facility and Process Flows
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Chapter 6: Service Quality
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Chapter 7: Process Improvement
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Chapter 8: Service Facility Location
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Service Management