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Service Management: Operations Strategy Information Technology ISE

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