- Paperback: 657 pages
- Publisher: McGraw Hill Higher Education; 3rd edition edition (1 Nov 2000)
- Language English
- ISBN-10: 0071181156
- ISBN-13: 978-0071181150
- Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)
- Amazon Bestsellers Rank: 359,888 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Product Description
Book Description
The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.
From the Publisher
New Coverage of Internet and E-commerce Services - Keeping abreast of the current boom in Internet-based services, the authors have added a new chapter focusing on e-commerce and its correlation to the service industry. Examination of Internet services is highlighted by such topics as the design and delivery of electronic services, the electronic service product structure and process structure. Chapter cases emphasize the real-world application of this evolving discipline.
New chapter on Services and the Supply Chain - Acknowledging the importance of discussing services within the overall context of the supply chain, the authors have added a new chapter on the subject. Both the movement of goods to the customer (logistics) and the movement of service providers (distributive workforce) to the customer are covered, addressing such important topics as supplier relationships, alliances, and partnerships within the context of modern purchasing. Contributions of information technology are highlighted throughout, offering students the most comprehensive and up-to-date information on how services operates with respect to supply chain concerns and how technology contributes to the operation.
New Coverage of Simulation Tied to Service Models - The inclusion of the Service Model Simulation Software is accentuated in this new chapter supplement on "Computer Simulation". The process of systems simulation is defined then explored through examples and exercises utilizing Service Model Software.
Updated Software coverage of "Services and Information Technology" - In addition to updating and thoroughly revising the chapter on "Information Technology", relevant material on the subject has now been integrated appropriately in all chapters of the book. Wherever a discussion of information technology occurs within the narrative, the reader is alerted to the fact by means of an icon placed in the margin. In this way, the important link between services and technology is made immediately apparent and accessible to students.
Improved organization of Quantitative Material - In response to reviewers' suggestions, the quantitative material, previously included as a separate section in the back of the book, is now integrated into the narrative. Simplified quantitative supplements corresponding to and complementing the descriptive material are now placed directly following applicable chapters. This arrangement leads to a clearer understanding on the part of students by encouraging them to examine concepts and applications together.
New chapter on Services and the Supply Chain - Acknowledging the importance of discussing services within the overall context of the supply chain, the authors have added a new chapter on the subject. Both the movement of goods to the customer (logistics) and the movement of service providers (distributive workforce) to the customer are covered, addressing such important topics as supplier relationships, alliances, and partnerships within the context of modern purchasing. Contributions of information technology are highlighted throughout, offering students the most comprehensive and up-to-date information on how services operates with respect to supply chain concerns and how technology contributes to the operation.
New Coverage of Simulation Tied to Service Models - The inclusion of the Service Model Simulation Software is accentuated in this new chapter supplement on "Computer Simulation". The process of systems simulation is defined then explored through examples and exercises utilizing Service Model Software.
Updated Software coverage of "Services and Information Technology" - In addition to updating and thoroughly revising the chapter on "Information Technology", relevant material on the subject has now been integrated appropriately in all chapters of the book. Wherever a discussion of information technology occurs within the narrative, the reader is alerted to the fact by means of an icon placed in the margin. In this way, the important link between services and technology is made immediately apparent and accessible to students.
Improved organization of Quantitative Material - In response to reviewers' suggestions, the quantitative material, previously included as a separate section in the back of the book, is now integrated into the narrative. Simplified quantitative supplements corresponding to and complementing the descriptive material are now placed directly following applicable chapters. This arrangement leads to a clearer understanding on the part of students by encouraging them to examine concepts and applications together.
Inside This Book
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First Sentence
Services lie at the very hub of economic activity in any society. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index
Services lie at the very hub of economic activity in any society. Read the first page
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Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index
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Most Helpful Customer Reviews
1 of 2 people found the following review helpful:
5.0 out of 5 stars
Its implementable, I used it so much it needed recovering,
By A Customer
This review is from: Service Management: Operations, Strategy, Information Technology (Hardcover)
This is not the first services management Text I have read or the First Management text. The imposed shake up in the health professions has created a need to take on new learnings in a discipline I was not used too. However as I read I was able to understand and classify services. The wholistic view given in the first chapters allowed me to define my purpose and mission, define the characteristics and benefits of my service and create a service package. I was able to apply this through the service concept and focus on my delivery system creating a strategic plan centered around my clients. Its chapeters on quality allowed me to understand the concept of quality its content and purpose in respect of my business and implement a quality plan. It shed new light on the interactions between employees, organisations and clients. This allowed me to create strategies to improve employee satisfaction. The chapters on The physical facitity allowed me to redesign the physical environment of my service,improving employee and customer satisfaction. Capacity and demand and the handling of waiting times, is so important and the book takes time on these subjects. Conceptualy I was able to design and develope a service reflecting the type and standard of service I was in. This would not have been possible without the background theory, models and formulae supplied by the authors. They package their message in a form I understood. The models and diagrams are particularly good as are the referencing. Although the case studies weren't that relevant as I had my own organisation to test the readings on I still feel they would be valuable to the aspiring student, and it has changed forever my perception of the service encounter both as supplier and participant. The chapters and pieces on IT were important and its role in customisation of services and identifying added value areas and potential new markets are not to be missed.I would recommend it as a first text and as a core text to cover all the gaps missed or misunderstood in other texts. The depth is such that you get to choose how far you go. If its too much then you stop. A word of warning it took me a year to read not because it was difficult but because clarity of thought can take time. Still my bank manger on seeing my final work stopped short and said.."You can actually do this stuff" If its results you want then this is a good place to start.
Share your thoughts with other customers: Create your own review
Most Helpful Customer Reviews on Amazon.com (beta) Amazon.com:
3.8 out of 5 stars (4 customer reviews) 18 of 20 people found the following review helpful:
5.0 out of 5 stars
Its implementable, I used it so much it needed recovering,
By A Customer - Published on Amazon.com
This review is from: Service Management: Operations, Strategy, Information Technology (Hardcover)
This is not the first services management Text I have read or the First Management text. The imposed shake up in the health professions has created a need to take on new learnings in a discipline I was not used too. However as I read I was able to understand and classify services. The wholistic view given in the first chapters allowed me to define my purpose and mission, define the characteristics and benefits of my service and create a service package. I was able to apply this through the service concept and focus on my delivery system creating a strategic plan centered around my clients. Its chapeters on quality allowed me to understand the concept of quality its content and purpose in respect of my business and implement a quality plan. It shed new light on the interactions between employees, organisations and clients. This allowed me to create strategies to improve employee satisfaction. The chapters on The physical facitity allowed me to redesign the physical environment of my service,improving employee and customer satisfaction. Capacity and demand and the handling of waiting times, is so important and the book takes time on these subjects. Conceptualy I was able to design and develope a service reflecting the type and standard of service I was in. This would not have been possible without the background theory, models and formulae supplied by the authors. They package their message in a form I understood. The models and diagrams are particularly good as are the referencing. Although the case studies weren't that relevant as I had my own organisation to test the readings on I still feel they would be valuable to the aspiring student, and it has changed forever my perception of the service encounter both as supplier and participant. The chapters and pieces on IT were important and its role in customisation of services and identifying added value areas and potential new markets are not to be missed.I would recommend it as a first text and as a core text to cover all the gaps missed or misunderstood in other texts. The depth is such that you get to choose how far you go. If its too much then you stop. A word of warning it took me a year to read not because it was difficult but because clarity of thought can take time. Still my bank manger on seeing my final work stopped short and said.."You can actually do this stuff" If its results you want then this is a good place to start. 0 of 1 people found the following review helpful:
4.0 out of 5 stars
Good transaction.,
By K. Thomson - Published on Amazon.com
This review is from: Service Management: Operations, Strategy, and Information Technology (Irwin/Mcgraw-Hill Series in Operations and Decision Sciences.) (Hardcover)
Took a little longer to receive book than I thought it would but it arrived in better condition than expected. Would definitely do business with seller again.
3 of 8 people found the following review helpful:
1.0 out of 5 stars
I've never read a book that sucks more than this one does,
By L. Mitter "colormist" - Published on Amazon.com
This review is from: Service Management: With Student CD-Rom (Hardcover)
Pointless formulas, impossible to find actual definitions, book is full of outdated real world references (ex: referring to online purchasing as a new fangled idea). I've never been so confused by a text in my life. I DO NOT recommend this book. It was a required text for my service management class and NOBODY was happy with the text. It almost annoyingly uses Texas as a reference for nearly all analogies. The only thing good about it was how highly it spoke of Amazon.com!
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