Research Catalog
Operations management for service industries : competing in the service era
- Title
- Operations management for service industries : competing in the service era / Glenn Bassett.
- Author
- Bassett, Glenn A.
- Publication
- Westport, Conn. : Quorum Books, 1992.
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1 Item
| Status | Format | Access | Call Number | Item Location |
|---|---|---|---|---|
Not available - Please for assistance. | Text | Use in library | HD9980.5 .B37 1992 | Off-site |
Details
- Description
- xii, 261 pages : illustrations; 25 cm
- Subject
- Bibliography (note)
- Includes bibliographical references and index.
- Contents
- Ch. 1. Service: The Customization Imperative -- Ch. 2. Commodity and Service Aspects of Some Common Services Contrasted -- Ch. 3. Effective Service Delivery -- Ch. 4. Capacity for Service: The Fundamental Strategic Challenge -- Ch. 5. Building Inventories of Flexible Service Supplier Skill -- Ch. 6. Basic Operating Policy: Service versus Commodity -- Ch. 7. Planning/Forecasting to Meet Service Demand -- Ch. 8. Lead Time, Cost Breaks and Inventory Control in Service Operations -- Ch. 9. Work Load Modeling: Setting Priorities and Locating Bottlenecks -- Ch. 10. Discovering Service Quality -- Ch. 11. Roles, Skill Level and System Design as Foundations of Service Quality -- Ch. 12. Objective Dimensions of Service Quality -- Ch. 13. Measuring Service Quality -- Ch. 14. Building a Service Culture: Selecting and Training Service Givers -- Ch. 15. Economics of Service Pricing -- Ch. 16. Government Reform as Metaphor and Model of the Service Revolution -- Ch. 17. Conclusion: Now, as We Enter the Service Era.
- ISBN
- 0899307469
- 9780899307466
- LCCN
- 92019835
- OCLC
- ocm25963920
- 25963920
- SCSB-1970924
- Owning Institutions
- Princeton University Library