Service Management: Operations, Strategy, Information Technology

by Mona J. Fitzsimmons and James A. Fitzsimmons

Book Overview

This ninth edition continues to acknowledge and emphasize the essential nature of service management. Based on the research and consulting experiences of the authors, the text is organized in four... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0073403350
• ISBN13: 9780073403359
• Release Date: January 2010
• Publisher: McGraw-Hill
• Length: 541 Pages
• Weight: 3.15 lbs.
• Dimensions: 1.1" x 8.5" x 11.0"

Customer Reviews

Good transaction.

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.

Excellent introduction on the fundamentals of Service Management

The value of this book lies on the authors' attempt to synthesize some of the classic papers in the service literature with their experience and case studies from the service industry and present it in a systematic and well organized manner. They highlight the important aspects in service management, and provide links and resources to explore them further. I believe that this is an excellent introduction textbook both for students and service professionals interested on the fundamentals of service management.

Good on the procedures, doesn't innovate

The topic of operations management is ever associated with manufacturing and industry. But it is also applicated to the service industry nowadays, since most of the new corporations are selling services. The book covers all the topics: how to plan, how to create the service, how to test and finally reinvent. All the issues are covered with many examples, very clear. The book also contains a CD (I haven't explored it yet!!) Only two points to improve: - the book is a first book on the topic. Not good if you are an incumbent. - it doesn't give any innovation in the field. And finally, too expensive!!!

Melhor de melhores...

O livro do Fitzsimmons é a melhor ferramenta conceptual e practica sobre gerenciamento de serviços. Sem dúvida. El libro de Fitzsimmons es la mejor herramienta conceptual y práctica sobre gerenciamento de servicios. O book of Fitzsimmons it's the better conceptual and practical tool about services management I've ever seen. Jorge P. Aldrovandi Fortaleza / Ceará / Brasil

Its implementable, I used it so much it needed recovering

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.