Service Management: Operations, Strategy, Information Technology (Paperback)

by Mona J. Fitzsimmons , James A. Fitzsimmons

Category: Others Engineering Book

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After completing this chapter, you should be able to:
1. Describe the central role of services in an economy.
2. Identify and differentiate the five stages of economic activity.
3. Describe the features of preindustrial, industrial, and postindustrial societies.
4. Describe the features of the experience economy contrasting the consumer (B2C) with the business (B2B) service experience.
5. Explain the essential features of the service-dominant logic.
6. Identify and critique the six distinctive characteristics of a service operation, and explain the implications for managers.
7. Describe a service using the five dimensions of the service package

Title	Service Management: Operations, Strategy, Information Technology
Author	Mona J. Fitzsimmons , James A. Fitzsimmons
Publisher	Mcgraw Hill Education (India)
ISBN	9789353161149
Edition	8th Reprint, 2020
Number of Pages	524
Country	India
Language	English