Bordoloi's Service Management 10e contains extensive coverage of the impacts of COVID-19 including the service innovation and progress experienced by a global pandemic. Written in an engaging literary style, based on research and consulting experience of authors, it focuses on service for competitive advantage and integrates technology, operations, and human behavior and the need for continuous quality improvement to be effective in a global environment. This edition continues to acknowledge and emphasize the essential uniqueness of service management. The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. The integration of technology, operations, and human behavior is recognized as central to effective service management. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. Each chapter begins with a vignette of a well-known company to motivate the reader and illustrate the strategic nature of the topic to be covered. Each chapter has a preview, a closing summary, key terms and definitions, a service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.

James Fitzsimmons' 1982 McGraw-Hill text, Service Operations Management, the first book on the topic, defined the field of service operations management. Fitzsimmons is now senior author of an all new 1994 service management text which sets the paradigm for service management for the 1990s. This junior/senior/graduate text is distinguished by its unique focus on service management for competitive advantage and by its integration of the author's first-hand experiences and research with numerous service firms. Its highly readable presentation is designed to appeal even to students with little business experience.

This is the most comprehensive and widely used introduction to service operations on the market. It is written by one of the top authorities on the subject.

Accompanying CD-ROM contains ... "an assortment of valuable learning tools such as the latest version of ServiceModel software and interactive chapter quizzes--all of which facilitate a deeper understanding of service operations and management."--P. [4] of cover.

Like their regal counterparts in societies around the globe, ancient Maya rulers departed this world with elaborate burial ceremonies and lavish grave goods, which often included ceramics, red pigments, earflares, stingray spines, jades, pearls, obsidian blades, and mosaics. Archaeological investigation of these burials, as well as the decipherment of inscriptions that record Maya rulers' funerary rites, have opened a fascinating window on how the ancient Maya envisaged the ruler's passage from the world of the living to the realm of the ancestors. Focusing on the Classic Period (AD 250-900), James Fitzsimmons examines and compares textual and archaeological evidence for rites of death and burial in the Maya lowlands, from which he creates models of royal Maya funerary behavior. Exploring ancient Maya attitudes toward death expressed at well-known sites such as Tikal, Guatemala, and Copan, Honduras, as well as less-explored archaeological locations, Fitzsimmons reconstructs royal mortuary rites and expands our understanding of key Maya concepts including the afterlife and ancestor veneration.

Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. The Seventh Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topi.

The service paradigm is changing from the traditional concept of a service transaction to one of the service experience. Starbucks Coffee, Disney World, and Planet Hollywood, all define their perspective services as experiences. As businesses explicitly charge for memorable encounters, they stimulate a transition from a service economy to a new experience economy. New Service Development: Creating Memorable Experiences is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implantation. Chapter contributors from the fields of operations management, marketing information technology, and organizational behavior explore the issues that service firms must address to sustain advantage in the new experience economy. Students and professionals in the fields of service management, new product development, and new venture creation will all benefit from the wisdom in this innovative, ground breaking book.