Title Service Management Operations, Strategy, Information Technology by James A. Fitzsimmons.pdf ✅

Rev.Confirming Pages SERVICE MANAGEMENT: OPERATIONS, STRATEGY, INFORMATION TECHNOLOGY, SEVENTH EDITION Published by McGraw-Hill, a business unit of The McGraw-Hill Companies, Inc., 1221 Avenue of the Americas, New York, NY, 10020. Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved. Previous editions © 2008, 2006 and 2004. No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written consent of The McGraw-Hill Companies, Inc., including, but not limited to, in any network or other electronic storage or transmission, or broadcast for distance learning. Some ancillaries, including electronic and print components, may not be available to customers outside the United States. This book is printed on recycled, acid-free paper containing 10% post consumer waste. 1 2 3 4 5 6 7 8 9 0 WDQ/WDQ 1 0 9 8 7 6 5 4 3 2 1 0 ISBN 978-0-07-340335-9 MHID 0-07-340335-0 Vice President & Editor-in-Chief: Brent Gordon VP EDP/Central Publishing Services: Kimberly Meriwether David Editorial Director: Stewart Mattson Publisher: Tim Vertovec Executive Editor: Richard T. Hercher, Jr. Editorial Coordinator: Rebecca Mann Associate Marketing Manager: Jaime Halteman Project Manager: Robin A. Reed Design Coordinator: Brenda A. Rolwes Cover Designer: Studio Montage, St. Louis, Missouri Senior Photo Research Coordinator: Jeremy Cheshareck Cover Image Credit: Image by Craig Mayhew and Robert Simmon, NASA GSFC. Senior Production Supervisor: Kara Kudronowicz Media Project Manager: Suresh Babu Compositor: Laserwords Private Limited Typeface: 10.5/12 Times Roman Printer: Worldcolor All credits appearing on page or at the end of the book are considered to be an extension of the copyright page. Library of Congress Cataloging-in-Publication Data Fitzsimmons, James A. Service management: operations, strategy, information technology / James A. Fitzsimmons, Mona J. Fitzsimmons.—7th ed. p. cm.—(The McGraw-Hill/Irwin series operations and decision sciences) ISBN 978-0-07-340335-9 (alk. paper) 1. Service industries—Management. I. Fitzsimmons, Mona J. II. Title. HD9980.5.F549 2011 658—dc22 2010000230 www.mhhe.com fit03350_fm_i-xviii.indd ii 2/19/10 7:44:34 PM