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Service Operations Management: Improving Service Delivery / Edition 3

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Overview

"This international market-leading book provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers." "Combining a practical approach with a detailed theoretical underpinning, this book provides tools, frameworks and techniques for operational analysis and improvement and sets operations management within the wider business context, bringing a valuable perspective to this growing area. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test your understanding and recommended further reading to deepen your knowledge." Service Operations Management is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery.
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Product Details

  • ISBN-13: 9781405847322
  • Publisher: Prentice Hall
  • Publication date: 6/19/2008
  • Edition description: New Edition
  • Edition number: 3
  • Pages: 552
  • Product dimensions: 7.40 (w) x 9.60 (h) x 1.10 (d)

Meet the Author

Robert Johnston is Professor of Operations Management at Warwick Business School.

Graham Clarkis Senior Lecturer in Operations Management at Cranfield School of Management and Director of the Executive MBA Programme.

Michael Shulver is a Senior Teaching Fellow in the Operations Management Group at Warwick Business School where he is the Academic Director of the School’s BSc in Management.

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Table of Contents

1 Introduction to service operations management 3
2 The service concept 37
3 Customers and relationships 71
4 Customer expectations and satisfaction 104
5 Managing supply relationships 141
6 Service processes 171
7 Service people 220
8 Resource utilisation 256
9 Networks, technology and information 291
10 Performance measurement 331
11 Linking operations decisions to business performance 359
12 Driving operational improvement 386
13 Service strategy 423
14 Service culture 445
15 Operational complexity 470
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