Service management : operations, strategy, information technology / Sanjeev K. Bordoloi, James A. Fitzsimmons and Mona J. Fitzsimmons.

"Learning about the growing field of service operations management requires a textbook that embraces all service industries and addresses the most recent trends. The ninth edition of this text continues to acknowledge and emphasize the essential nature of service management. It maintains the engaging literary style of the prior editions and makes extensive use of examples. Emphasis is focused on the necessity for constant improvement in quality and productivity to effectively compete in a global environment. This book is divided into four parts based on the authors’ research and consulting experiences. Each chapter includes a preview, closing summary, key terms and definitions, service benchmark, topics for discussion, an interactive exercise, solved problems and exercises, and cases."--