Service Operations Management: Improving Service Delivery / Edition 3

Service Operations Management: Improving Service Delivery / Edition 3

by Robert Johnston, Graham Clark
     
 

"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… See more details below

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:
06/19/2008
Edition description:
New Edition
Pages:
552
Product dimensions:
7.40(w) x 9.60(h) x 1.10(d)

Table of Contents

1Introduction to service operations management3
2The service concept37
3Customers and relationships71
4Customer expectations and satisfaction104
5Managing supply relationships141
6Service processes171
7Service people220
8Resource utilisation256
9Networks, technology and information291
10Performance measurement331
11Linking operations decisions to business performance359
12Driving operational improvement386
13Service strategy423
14Service culture445
15Operational complexity470

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