Fitzsimmons, Mona J. Primary Author mixed material bibliography New York McGraw Hill Higher Education 2013 monographic 8th en English

Text

524p The several changes and additions to this new edition: - A new section on the topic of sustainability has been added in Chapter2, service strategy, with examples from Walmart that include the impact of the triple bottom line. - The topic of customer relationship management (CRM) has been added to Chapter 4, The Service Encounter. - The two topics of Six Sigma and Lean Service have been expanded with examples in Chapter 7, Process Improvement. Service Management 647.940689781259010651 Podomoro University Digital Library 647.94068 Fit s 2017.06.2278 My Library 647.94068 Fit s 2017.06.2279 My Library 647.94068 Fit s Service_Managementfdgdfh.jpg.jpg 1948 2017-06-05 16:35:47 2018-03-28 10:43:28 machine generated