作者	James A.Fitzsimmons （University of Texas-Austin）
出版社	McGraw-Hill
出版时间	2001-01-01

特色：

Service Management is the best-selling text in this market and includes fantastic and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industy. Service Management also does an excellent job of demonstrating how crucial functional areas of organization such as marketing, strategic issues, operations and human behavior impact effective service management.　　本书是该领域的畅销书，其突出特点为包含技术领域精彩而适时的例证。该书内容涉及全球运营、服务业质量与产量持续改进的需求等。原名《Service Management, 3rd》。