《服務管理與運營第二版》本書蓋括了各種學科的觀點。介紹了經濟學，消費者行為,市場,策略和操作管理的研究,提出有關服務管理和操作的主題。課文中介紹了服務的主要概念，怎樣建立服務體系去滿足消費者的需求，跟蹤操作過程和一些服務管 理操作設備。原名《Service Management and Operations, 2nd》。
基本介紹
- 書名：服務管理與運營第二版
- 作者：Cengiz Haksever
- 原版名稱：Service Management and Operations, 2nd
- 類別：經濟學
內容簡介,目錄,作者介紹,
內容簡介
本書蓋括了各種學科的觀點。介紹了經濟學，消費者行為,市場,策略和操作管理的研究,提出有關服務管理和操作的主題。課文中介紹了服務的主要概念，怎樣建立服務體系去滿足消費者的需求，跟蹤操作過程和一些服務管 理操作設備。原名《Service Management and Operations, 2nd》。
目錄
I. INTRODUCTION.
1. Services in Our Society.
2. The Nature of Services and Service Encounters.
3. Customers: The Focus of Service Management.
4. Globalization of Services: Service Management in the International Arena.
5. Service Strategy and Competitiveness.
6. Positioning and Marketing of Services.
II. BUILDING THE SERVICE SYSTEM.
7. Technology and Its Impact on Services and Their Management.
8. Design and Development of Services and Service Delivery Systems.
9. Human Resource Development for Services.
10. Locating Facilities and Designing Their Layout.
III. OPERATING THE SERVICE SYSTEM.
11. Managing Demand and Supply in Services.
12. Service Quality and Continuous Improvement.
13. Service Productivity and Measurement of Performance.
14. Management of Public and Private Nonprofit Service Organizations.
IV. TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS.
15. Forecasting for Services.
16. Vehicle Routing and Scheduling.
17. Project Management.
18. Linear and Goal Programming for Service Operations Management.
19. Inventory Systems for Service Operations.
1. Services in Our Society.
2. The Nature of Services and Service Encounters.
3. Customers: The Focus of Service Management.
4. Globalization of Services: Service Management in the International Arena.
5. Service Strategy and Competitiveness.
6. Positioning and Marketing of Services.
II. BUILDING THE SERVICE SYSTEM.
7. Technology and Its Impact on Services and Their Management.
8. Design and Development of Services and Service Delivery Systems.
9. Human Resource Development for Services.
10. Locating Facilities and Designing Their Layout.
III. OPERATING THE SERVICE SYSTEM.
11. Managing Demand and Supply in Services.
12. Service Quality and Continuous Improvement.
13. Service Productivity and Measurement of Performance.
14. Management of Public and Private Nonprofit Service Organizations.
IV. TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS.
15. Forecasting for Services.
16. Vehicle Routing and Scheduling.
17. Project Management.
18. Linear and Goal Programming for Service Operations Management.
19. Inventory Systems for Service Operations.
作者介紹
Cengiz Haksever, Rider University Barry Render, Rollins College Roberta S. Russell, Virginia Polytechnic Institute and State University Robert G. Murdick, (emeritus) Florida Atlantic University.
Cengiz Haksever, Rider University Barry Render, Rollins College Roberta S. Russell, Virginia Polytechnic Institute and State University Robert G. Murdick, (emeritus) Florida Atlantic University.
