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Test bank for Service Management Operations, Strategy, Information Technology 8th edition by James A. Fitzsimmons

Test bank for Service Management Operations, Strategy, Information Technology 8th edition by James A. Fitzsimmons

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Service Management Operations, Strategy, Information Technology 8th edition by James A. Fitzsimmons Test bank

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Test bank for Service Management Operations, Strategy, Information Technology 8th edition by James A. Fitzsimmons

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Test bank for Service Management Operations, Strategy, Information Technology 8th edition by James A. Fitzsimmons

Table of contents

Chapter 1: The Service Economy

Chapter 2: Service Strategy

Chapter 3: New Service Development

Chapter 4: The Service Encounter

Chapter 5: Supporting Facility and Process Flows

Chapter 6: Service Quality

Chapter 7: Process Improvement

Supplement: Data Envelopment Analysis (DEA) 205

Chapter 8: Service Facility Location

Chapter 9: Service Supply Relationships

Chapter 10: Globalization of Services

Chapter 11: Managing Capacity and Demand

Chapter 12: Managing Waiting Lines

Chapter 13: Capacity Planning and Queuing Models

Supplement: Computer Simulation

Chapter 14: Forecasting Demand for Services

Chapter 15: Managing Service Inventory

Chapter 16: Managing Service Projects

APPENDIX

Appendix A: Areas of Standard Normal Distribution

Appendix B: Uniformly Distributed Random Numbers [0, 1]

Appendix C: Values of Lq for the M/M/c Queuing Model

Appendix D: Equations for Selected Queuing Models

NAME INDEX

SUBJECT INDEX

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