Service Management：Operations, Strategy, Information Technology(8版)

　　1.The theme of managing services for competitive advantage is emphasized in each chand provides a focus for each management topic.

　　2.The integration of technology, operations, and human behavior is recognized as central to effective service management.

　　3.Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment.

　　4.New co-author, Sanjeev Bordolo, University of St. Thomas, Minnesota, brings a broad range of expertise, especially in the areas of information technology, consulting, and social media.

作者簡介

James A. Fitzsimmons

　　現職：University of Texas

Sanjeev Bordoloi

　　現職：University of St. Thomas