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Service Management
Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on Professional Service Firms highlights IBM’s initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and the Mortgage Service Game.
New Service Development
This text addresses the issues of how to develop new service products - where the concept of service has moved from transaction to experience. The authors draw upon the expertise of internationally recognised authors.
Service Management
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Death and the Classic Maya Kings
Like their regal counterparts in societies around the globe, ancient Maya rulers departed this world with elaborate burial ceremonies and lavish grave goods, which often included ceramics, red pigments, earflares, stingray spines, jades, pearls, obsidian blades, and mosaics. Archaeological investigation of these burials, as well as the decipherment of inscriptions that record Maya rulers' funerary rites, have opened a fascinating window on how the ancient Maya envisaged the ruler's passage from the world of the living to the realm of the ancestors. Focusing on the Classic Period (AD 250-900), James Fitzsimmons examines and compares textual and archaeological evidence for rites of death and burial in the Maya lowlands, from which he creates models of royal Maya funerary behavior. Exploring ancient Maya attitudes toward death expressed at well-known sites such as Tikal, Guatemala, and Copan, Honduras, as well as less-explored archaeological locations, Fitzsimmons reconstructs royal mortuary rites and expands our understanding of key Maya concepts including the afterlife and ancestor veneration.
Service Management for Competitive Advantage
James Fitzsimmons' 1982 McGraw-Hill text, Service Operations Management, the first book on the topic, defined the field of service operations management. Fitzsimmons is now senior author of an all new 1994 service management text which sets the paradigm for service management for the 1990s. This junior/senior/graduate text is distinguished by its unique focus on service management for competitive advantage and by its integration of the author's first-hand experiences and research with numerous service firms. Its highly readable presentation is designed to appeal even to students with little business experience.
Living with the Dead
Scholars have recently achieved new insights into the many ways in which the dead and the living interacted from the Late Preclassic to the Conquest in Mesoamerica. The eight essays in this useful volume were written by well-known scholars who offer cross-disciplinary and synergistic insights into the varied articulations between the dead and those who survived them. From physically opening the tomb of their ancestors and carrying out ancestral heirlooms to periodic feasts, sacrifices, and other lavish ceremonies, heirs revisited death on a regular basis. The activities attributable to the dead, moreover, range from passively defining territorial boundaries to more active exploits, such as â...
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Dear Mrs. Fitzsimmons
A memoir of growing up in a dysfunctional Irish family by frequent late-night guest and Howard Stern Show veteran Greg Fitzsimmons, as told through a collection of disciplinary letters. PARENTS: DO NOT TRY THIS AT HOME Greg Fitzsimmons has made a lot of what appear to be bad decisions. It’s what he was raised to do. Most parents would hide or destroy any evidence so clearly demonstrating their child’s failures, but—lucky for us—Greg Fitzsimmons’s family has preserved each mistake in its original envelope like a trophy in a case, lest he ever forget where he came from. Dear Mrs. Fitzsimmons is Greg’s life, told through this cavalcade of disciplinary letters, incident reports, and ...
Calculating Brilliance
This book contextualizes the discovery of a Venus astronomical pattern by a female Mayan astronomer at Chich'en Itza and the discovery's later adaptation and application at Mayapan. Calculating Brilliance brings different intellectual threads together across time and space, from the Classic to the Postclassic, the colonial period to the twenty-first century to offer a new vision for understanding Mayan astronomy.
Arizona Politicians
Portraits of 21 Arizonans who have had an impact on American politics in the twentieth century.
