Description
Service Management: Operations, Strategy, Information Technology is a comprehensive textbook designed for students and professionals seeking to understand the complexities of managing service organizations. Written by industry experts James A. Fitzsimmons, Mona J. Fitzsimmons, and Sanjeev K. Bordoloi, this international edition integrates three critical dimensions of service management.
The book covers essential topics including service design, delivery systems, customer relationship management, and the strategic role of information technology. It provides practical frameworks, case studies, and analytical tools that demonstrate how successful service organizations balance operational efficiency with strategic objectives. The Asia Higher Education edition is tailored for the regional business context while maintaining global relevance.
Readers will gain insights into managing service quality, workforce productivity, and technology implementation. With real-world examples and proven methodologies, this text serves as an invaluable resource for business students, operations managers, and service industry professionals.
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