ISBN: 9781260092424 is an International Student Edition of Service Management: Operations, Strategy, Information Technology 9th edition by Sanjeev K. Bordoloi, James A Fitzsimmons and Mona J Fitzsimmons This ISBN 9781260092424 is Textbook only. It will not come with online access code. Online Access code (if required by your instructor ) sold separately at ISBN 9781260167092 The content of of this title on all formats are the same. The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory. - from Amzon