Service Management Operations, Strategy, and Information Technology

Service Management, 4/e by James and Mona Fitzsimmons is the best-selling text in this market and includes fantastic and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management, 4/e 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.Fitzsimmons, James A. is the author of 'Service Management Operations, Strategy, and Information Technology', published 2003 under ISBN 9780072868203 and ISBN 0072868201.