Boek ISE Service Management (Engels)

The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management.

The text is organized in four parts:
Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations;
Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy;
Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and;
Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.