Service Management: Operations, Strategy, Information Technology 10th Edition

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.