服务管理类书籍详细介绍（管理人必读）

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1、管理类ServiceManagement,3rd服务管理，第三版作者：JamesA.Fitzsimmons（UniversityofTexas-Austin）ISBN：0071181156出版年代：2001出版社：McGraw-Hill目录原价(USD)：19.95人民币零售价：135.00教辅材料：教师手册内容简介：ServiceManagementisthebest-sellingtextinthismarketandincludesfantasticandcurrentexamplesfro

2、mthefieldoftechnology.Thetexthasextensivecoverageonglobaloperations,andtheneedforcontinuousimprovementinqualityandproductivityintheserviceindusty.ServiceManagementalsodoesanexcellentjobofdemonstratinghowcrucialfunctionalareasoforganizationsuchasmarket

3、ing,strategicissues,operationsandhumanbehaviorimpacteffectiveservicemanagement.本书是该领域的畅销书，其突出特点为包含技术领域精彩而适时的例证。该书内容涉及全球运营、服务业质量与产量持续改进的需求等。主要章节：44管理类PartIUnderstandingServices1.TheRoleofServicesandtheEconomy2.TheNatureofServices3.ServiceQuality4.Servi

4、ceStrategyPartIIDesigningtheServiceEnterprise5.NewServiceDevelopmentandProcessDesign6.TheSupportingFacility7.ServiceFacilityLocation8.TheServiceEncounter8S.ChapterSupplement:WorkMeasurement9.InternetServicePartIIIManagingServiceOperations10.Forecastin

5、gDemandforServices11.ManagingWaitingLines11S.ChapterSupplement:ComputerSimulation12.CapacityPlanning13.ManagingCapacityandDemand14.ManagingFacilitatingGoods15.ServiceandSupplyChainManagement15S.ChapterSupplement:VehicleRouting16.ManagingServiceProject

6、s17.LinearProgrammingApplicationsinServicesPartIVTowardWorld-ClassService18.QualityandProductivityImprovement18S.ChapterSupplement:DataEnvelopmentAnalysis(DEA)19.GrowthandGlobalExpansionAppendixA:AreasofaStandardNormalDistributionAppendixB:UniformlyDi

7、stributedRandomNumbers[0,1]AppendixC:ValuesforLqfortheM/M/cQueuingModelAppendixD:EquationsforSelectedQueuingModels44管理类44管理类ProjectManagement项目管理作者：CliffordF.Gray（OregonStateUniversity）ISBN：0071163166出版年代：2000页数：496出版社：McGraw-Hill目录原价(USD)：22.95人民币零售价

8、：175.00教辅材料：教师手册（题库）/教师光盘内容简介：ProjectManagementisatextwithcases;itissuitableforacourseinprojectmanagementandforprofessionalswhoseekaprojectmanagementhandbook.Thistextaddressesthemajorquestionsandissuestheauthorshaveencounteredwhileteachingandc