简介
Covering the full cycle of building a service business, this textbook identifies the elements of business strategy, details implementation techniques, discusses capacity management, and describes the everyday skills managers need. Case studies provide real-world illustrations of the principles described. Charts, diagrams, and screen captures supply visual displays of the information covered in the text. The authors include professors of business and a consultant. Annotation c. Book News, Inc., Portland, OR (booknews.com)
目录
Chapter 1 Introduction: Services in the Economy p. 1
Part 1 Formulating Strategy p. 13
Chapter 2 Strategic Positioning p. 15
Chapter 3 Internet Strategies p. 34
Chapter 4 Environmental Strategies p. 52
Part 2 Implementing Strategy: Designing the Delivery System p. 75
Chapter 5 New Service Development p. 77
Chapter 6 Managing Service Experiences p. 96
Chapter 7 The Front-Office, Back-Office Interface p. 110
Chapter 8 Service Quality p. 129
Part 3 Managing Capacity: Matching Supply and Demand p. 155
Chapter 9 Yield Management p. 157
Chapter 10 Inventory Management in Services p. 179
Chapter 11 Waiting Time Management p. 205
Chapter 12 Analyzing Processes p. 229
Part 4 Operating the System: Tools for Managing Services p. 261
Chapter 13 Real-World Project Management p. 263
Chapter 14 Site Selection for Services p. 289
Chapter 15 Performance Evaluation and Benchmarking with Data Envelopment Analysis p. 318
Chapter 16 Scoring Systems: Methods for Customer Selection and Solicitation, Resource Allocation, and Data Reduction p. 338
Appendix Areas for the Standard Normal Distribution p. 356
Name Index
Subject Index
Part 1 Formulating Strategy p. 13
Chapter 2 Strategic Positioning p. 15
Chapter 3 Internet Strategies p. 34
Chapter 4 Environmental Strategies p. 52
Part 2 Implementing Strategy: Designing the Delivery System p. 75
Chapter 5 New Service Development p. 77
Chapter 6 Managing Service Experiences p. 96
Chapter 7 The Front-Office, Back-Office Interface p. 110
Chapter 8 Service Quality p. 129
Part 3 Managing Capacity: Matching Supply and Demand p. 155
Chapter 9 Yield Management p. 157
Chapter 10 Inventory Management in Services p. 179
Chapter 11 Waiting Time Management p. 205
Chapter 12 Analyzing Processes p. 229
Part 4 Operating the System: Tools for Managing Services p. 261
Chapter 13 Real-World Project Management p. 263
Chapter 14 Site Selection for Services p. 289
Chapter 15 Performance Evaluation and Benchmarking with Data Envelopment Analysis p. 318
Chapter 16 Scoring Systems: Methods for Customer Selection and Solicitation, Resource Allocation, and Data Reduction p. 338
Appendix Areas for the Standard Normal Distribution p. 356
Name Index
Subject Index
- 名称
- 类型
- 大小
光盘服务联系方式: 020-38250260 客服QQ：4006604884
云图客服：
用户发送的提问，这种方式就需要有位在线客服来回答用户的问题，这种 就属于对话式的,问题是这种提问是否需要用户登录才能提问
Video Player
×
Audio Player
×
pdf Player
×
亲爱的云图用户，
光盘内的文件都可以直接点击浏览哦
无需下载，在线查阅资料！
