,Service
Management
Operations, Strategy,
Information Technology Ninth Edition
Sanjeev Bordoloi
Associate Professor of Operations
Management
University of St. Thomas, Minnesota
James A. Fitzsimmons
Seay Professor of Business Emeritus
University of Texas at Austin
Mona J. Fitzsimmons
bor84630_fm_i-xx.indd i 10/26/17 04:53 PM
,SERVICE MANAGEMENT: OPERATIONS, STRATEGY, INFORMATION TECHNOLOGY, NINTH EDITION
Published by McGraw-Hill Education, 2 Penn Plaza, New York, NY 10121. Copyright © 2019 by McGraw-Hill
Education. All rights reserved. Printed in the United States of America. Previous editions © 2014, 2011, and 2008.
No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or
retrieval system, without the prior written consent of McGraw-Hill Education, including, but not limited to, in any
network or other electronic storage or transmission, or broadcast for distance learning.
Some ancillaries, including electronic and print components, may not be available to customers outside the United
States.
This book is printed on acid-free paper.
1 2 3 4 5 6 7 8 9 LWI 21 20 19 18
ISBN 978-1-259-78463-7
MHID 1-259-78463-0
Portfolio Manager: Noelle Bathurst
Product Developer: Ryan McAndrews
Marketing Manager: Harper Christopher
Content Project Managers: Pat Frederickson and Angela Norris
Buyer: Laura Fuller
Designer: Matt Diamond
Content Licensing Specialist: Lori Slattery
Cover Image: ©Shutterstock/Monkey Business Images, ©wavebreakmediamicro/123RF, ©geopaul/Getty Images,
©KidStock/Blend Images LLC
Compositor: SPi Global
All credits appearing on page or at the end of the book are considered to be an extension of the copyright page.
Library of Congress Cataloging-in-Publication Data
Names: Bordoloi, Sanjeev, author. | Fitzsimmons, James A., author. |
Fitzsimmons, Mona J., author.
Title: Service management : operations, strategy, information technology /
Sanjeev Bordoloi, Associate Professor of Operations Management, University
of St. Thomas, Minnesota, James A. Fitzsimmons, Seay Professor of Business
Emeritus, University of Texas at Austin, Mona J. Fitzsimmons, University
of Texas at Austin.
Description: 9 Edition. | Dubuque : McGraw-Hill Education, [2018] | Revised
edition of the authors’ Service management, 2014.
Identifiers: LCCN 2017048452 | ISBN 9781259784637 (alk. paper)
Subjects: LCSH: Service industries—Management.
Classification: LCC HD9980.5 .F549 2018 | DDC 658—dc23 LC record available at https://lccn.loc.gov/2017048452
The Internet addresses listed in the text were accurate at the time of publication. The inclusion of a website does not
indicate an endorsement by the authors or McGraw-Hill Education, and McGraw-Hill Education does not guarantee
the accuracy of the information presented at these sites.
mheducation.com/highered
bor84630_fm_i-xx.indd ii 10/26/17 04:53 PM
, The McGraw-Hill/Irwin Series in Operations and Decision Sciences
SUPPLY CHAIN MANAGEMENT BUSINESS RESEARCH METHODS Swink, Melnyk, Hartley, and Cooper
Benton Cooper and Schindler Managing Operations Across the Supply Chain
Purchasing and Supply Chain Management Business Research Methods Third Edition
Second Edition Twelfth Edition
PRODUCT DESIGN
Burt, Petcavage, and Pinkerton BUSINESS FORECASTING
Supply Management Ulrich and Eppinger
Eighth Edition Keating and Wilson Product Design and Development
Business Forecasting Sixth Edition
Bowersox, Closs, Cooper, and Bowersox Seventh Edition
Supply Chain Logistics Management
Fourth Edition LINEAR STATISTICS AND REGRESSION BUSINESS MATH
Johnson and Flynn Kutner, Nachtsheim, and Neter Slater and Wittry
Purchasing and Supply Management Applied Linear Regression Models Practical Business Math Procedure
Fifteenth Edition Fourth Edition Twelfth Edition
Simchi-Levi, Kaminsky, and Simchi-Levi Slater and Wittry
BUSINESS SYSTEMS DYNAMICS
Designing and Managing the Supply Chain: Math for Business and Finance: An Algebraic
Concepts, Strategies, Case Studies Sterman Approach
Third Edition Business Dynamics: Systems Thinking and Second Edition
Modeling for a Complex World
First Edition
PROJECT MANAGEMENT BUSINESS STATISTICS
Brown and Hyer OPERATIONS MANAGEMENT Bowerman, O’Connell, and Murphree
Managing Projects: A Team-Based Approach Cachon and Terwiesch Business Statistics in Practice
First Edition Operations Management Eighth Edition
Larson and Gray First Edition Bowerman, O’Connell, Murphree, and Orris
Project Management: The Managerial Process Cachon and Terwiesch Essentials of Business Statistics
Seventh Edition Matching Supply with Demand: An Introduction Fifth Edition
to Operations Management Doane and Seward
SERVICE OPERATIONS MANAGEMENT Third Edition Applied Statistics in Business and Economics
Bordoloi, Fitzsimmons, and Fitzsimmons Finch Sixth Edition
Service Management: Operations, Strategy, Interactive Models for Operations and Doane and Seward
Information Technology Supply Chain Management Essential Statistics in Business and Economics
Ninth Edition First Edition Second Edition
Jacobs and Chase Lind, Marchal, and Wathen
MANAGEMENT SCIENCE Operations and Supply Chain Management Basic Statistics for Business and Economics
Fifteenth Edition Ninth Edition
Hillier and Hillier
Introduction to Management Science: A Jacobs and Chase Lind, Marchal, and Wathen
Modeling and Case Studies Approach with Operations and Supply Chain Management: Statistical Techniques in Business and
Spreadsheets The Core Economics
Sixth Edition Fourth Edition Seventeenth Edition
Stevenson and Ozgur Jacobs and Whybark Jaggia and Kelly
Introduction to Management Science with Why ERP? A Primer on SAP Implementation Business Statistics: Communicating
Spreadsheets First Edition with Numbers
First Edition Schroeder and Goldstein Third Edition
Operations Management in the Supply Chain: Jaggia and Kelly
MANUFACTURING CONTROL SYSTEMS Decisions and Cases Essentials of Business Statistics:
Jacobs, Berry, Whybark, and Vollmann Seventh Edition Communicating with Numbers
Manufacturing Planning & Control for Supply Stevenson First Edition
Chain Management Operations Management McGuckian
Sixth Edition Twelfth Edition Connect Master: Business Statistics
bor84630_fm_i-xx.indd iii 10/26/17 04:53 PM
Management
Operations, Strategy,
Information Technology Ninth Edition
Sanjeev Bordoloi
Associate Professor of Operations
Management
University of St. Thomas, Minnesota
James A. Fitzsimmons
Seay Professor of Business Emeritus
University of Texas at Austin
Mona J. Fitzsimmons
bor84630_fm_i-xx.indd i 10/26/17 04:53 PM
,SERVICE MANAGEMENT: OPERATIONS, STRATEGY, INFORMATION TECHNOLOGY, NINTH EDITION
Published by McGraw-Hill Education, 2 Penn Plaza, New York, NY 10121. Copyright © 2019 by McGraw-Hill
Education. All rights reserved. Printed in the United States of America. Previous editions © 2014, 2011, and 2008.
No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or
retrieval system, without the prior written consent of McGraw-Hill Education, including, but not limited to, in any
network or other electronic storage or transmission, or broadcast for distance learning.
Some ancillaries, including electronic and print components, may not be available to customers outside the United
States.
This book is printed on acid-free paper.
1 2 3 4 5 6 7 8 9 LWI 21 20 19 18
ISBN 978-1-259-78463-7
MHID 1-259-78463-0
Portfolio Manager: Noelle Bathurst
Product Developer: Ryan McAndrews
Marketing Manager: Harper Christopher
Content Project Managers: Pat Frederickson and Angela Norris
Buyer: Laura Fuller
Designer: Matt Diamond
Content Licensing Specialist: Lori Slattery
Cover Image: ©Shutterstock/Monkey Business Images, ©wavebreakmediamicro/123RF, ©geopaul/Getty Images,
©KidStock/Blend Images LLC
Compositor: SPi Global
All credits appearing on page or at the end of the book are considered to be an extension of the copyright page.
Library of Congress Cataloging-in-Publication Data
Names: Bordoloi, Sanjeev, author. | Fitzsimmons, James A., author. |
Fitzsimmons, Mona J., author.
Title: Service management : operations, strategy, information technology /
Sanjeev Bordoloi, Associate Professor of Operations Management, University
of St. Thomas, Minnesota, James A. Fitzsimmons, Seay Professor of Business
Emeritus, University of Texas at Austin, Mona J. Fitzsimmons, University
of Texas at Austin.
Description: 9 Edition. | Dubuque : McGraw-Hill Education, [2018] | Revised
edition of the authors’ Service management, 2014.
Identifiers: LCCN 2017048452 | ISBN 9781259784637 (alk. paper)
Subjects: LCSH: Service industries—Management.
Classification: LCC HD9980.5 .F549 2018 | DDC 658—dc23 LC record available at https://lccn.loc.gov/2017048452
The Internet addresses listed in the text were accurate at the time of publication. The inclusion of a website does not
indicate an endorsement by the authors or McGraw-Hill Education, and McGraw-Hill Education does not guarantee
the accuracy of the information presented at these sites.
mheducation.com/highered
bor84630_fm_i-xx.indd ii 10/26/17 04:53 PM
, The McGraw-Hill/Irwin Series in Operations and Decision Sciences
SUPPLY CHAIN MANAGEMENT BUSINESS RESEARCH METHODS Swink, Melnyk, Hartley, and Cooper
Benton Cooper and Schindler Managing Operations Across the Supply Chain
Purchasing and Supply Chain Management Business Research Methods Third Edition
Second Edition Twelfth Edition
PRODUCT DESIGN
Burt, Petcavage, and Pinkerton BUSINESS FORECASTING
Supply Management Ulrich and Eppinger
Eighth Edition Keating and Wilson Product Design and Development
Business Forecasting Sixth Edition
Bowersox, Closs, Cooper, and Bowersox Seventh Edition
Supply Chain Logistics Management
Fourth Edition LINEAR STATISTICS AND REGRESSION BUSINESS MATH
Johnson and Flynn Kutner, Nachtsheim, and Neter Slater and Wittry
Purchasing and Supply Management Applied Linear Regression Models Practical Business Math Procedure
Fifteenth Edition Fourth Edition Twelfth Edition
Simchi-Levi, Kaminsky, and Simchi-Levi Slater and Wittry
BUSINESS SYSTEMS DYNAMICS
Designing and Managing the Supply Chain: Math for Business and Finance: An Algebraic
Concepts, Strategies, Case Studies Sterman Approach
Third Edition Business Dynamics: Systems Thinking and Second Edition
Modeling for a Complex World
First Edition
PROJECT MANAGEMENT BUSINESS STATISTICS
Brown and Hyer OPERATIONS MANAGEMENT Bowerman, O’Connell, and Murphree
Managing Projects: A Team-Based Approach Cachon and Terwiesch Business Statistics in Practice
First Edition Operations Management Eighth Edition
Larson and Gray First Edition Bowerman, O’Connell, Murphree, and Orris
Project Management: The Managerial Process Cachon and Terwiesch Essentials of Business Statistics
Seventh Edition Matching Supply with Demand: An Introduction Fifth Edition
to Operations Management Doane and Seward
SERVICE OPERATIONS MANAGEMENT Third Edition Applied Statistics in Business and Economics
Bordoloi, Fitzsimmons, and Fitzsimmons Finch Sixth Edition
Service Management: Operations, Strategy, Interactive Models for Operations and Doane and Seward
Information Technology Supply Chain Management Essential Statistics in Business and Economics
Ninth Edition First Edition Second Edition
Jacobs and Chase Lind, Marchal, and Wathen
MANAGEMENT SCIENCE Operations and Supply Chain Management Basic Statistics for Business and Economics
Fifteenth Edition Ninth Edition
Hillier and Hillier
Introduction to Management Science: A Jacobs and Chase Lind, Marchal, and Wathen
Modeling and Case Studies Approach with Operations and Supply Chain Management: Statistical Techniques in Business and
Spreadsheets The Core Economics
Sixth Edition Fourth Edition Seventeenth Edition
Stevenson and Ozgur Jacobs and Whybark Jaggia and Kelly
Introduction to Management Science with Why ERP? A Primer on SAP Implementation Business Statistics: Communicating
Spreadsheets First Edition with Numbers
First Edition Schroeder and Goldstein Third Edition
Operations Management in the Supply Chain: Jaggia and Kelly
MANUFACTURING CONTROL SYSTEMS Decisions and Cases Essentials of Business Statistics:
Jacobs, Berry, Whybark, and Vollmann Seventh Edition Communicating with Numbers
Manufacturing Planning & Control for Supply Stevenson First Edition
Chain Management Operations Management McGuckian
Sixth Edition Twelfth Edition Connect Master: Business Statistics
bor84630_fm_i-xx.indd iii 10/26/17 04:53 PM
