Service Management 8th edition

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Service Management 8th edition

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.

Statement of Responsibility

Author(s)

Fitzsimmons, Mona J. - Personal Name

Edition

8th

Call Number

647.94068 Fit s

ISBN/ISSN

9781259010651

Subject(s)

Service Management

Classification

647.94068

Series Title

GMD

Text

Language

English

Publisher

McGraw Hill Higher Education

Publishing Year

2013

Publishing Place

New York

Collation

524p

Specific Detail Info

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