Sanjeev Bordoloi ; James Fitzsimmons ; Mona Fitzsimmons
The tenth edition of Bordoloi's Service Management book provides comprehensive discussion of the effects of COVID-19, including the service innovations and advancements brought about by a global pandemic. It is written in an engaging literary style and is based on the research and consulting experience of the authors. The primary focus of the book is on service as a means of gaining a competitive advantage. Additionally, it integrates technology, operations, and human behavior, as well as the requirement for continuous quality improvement in order to be effective in a global environment. This version acknowledges and emphasizes the important peculiarity of service management, as it has done in previous editions. The book is written in an interesting literary manner, makes heavy use of examples, and is based on the writers' previous experience conducting research and working as consultants. The idea of managing services in order to achieve a competitive advantage is highlighted throughout each chapter, serving as a focal point for each management-related topic that is covered. It is widely acknowledged that efficient service management relies heavily on the integration of human behavior, technological processes, and business operations. In order to effectively compete in a global economy, there is a strong emphasis placed on the requirement for continuous development in both quality and productivity. Each chapter begins with a short story about a well-known organization that is intended to inspire the reader and highlight the strategic nature of the subject matter that will be discussed in the following chapter. Each chapter includes a summary, a preview, a closing summary, important terminology and definitions, a service benchmark, topics for debate, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.