Service Management for Competitive Advantage

by James A. Fitzsimmons and Mona J. Fitzsimmons

James Fitzsimmons' 1982 McGraw-Hill text, Service Operations Management, the first book on the topic, defined the field of service operations management. Fitzsimmons is now senior author of an all new 1994 service management text which sets the paradigm for service management for the 1990s. This junior/senior/graduate text is distinguished by its unique focus on service management for competitive advantage and by its integration of the author's first-hand...

• Format: Hardcover
• Language: English
• ISBN: 0070212171
• ISBN13: 9780070212176
• Release Date: January 1994
• Publisher: McGraw-Hill Companies
• Length: 462 Pages
• Weight: 1.70 lbs.
• Dimensions: 1.0" x 6.6" x 9.6"

Customer Reviews

A very good text

Fitzimmons strikes again! I teach a graduate level Service Operations management course, and have adopted this book as basic text. It seems an expansion of the previous (1982) text of the first author, with added chapters (mostly about non-operations subjects, but useful). A specially good "packing" of queuing; most models relevant to practice are covered; excellent examples.