Service Operations Management: Improving Service Delivery
- ISBN-10
- 0273740482
- ISBN-13
- 9780273740483
- Series
- Service Operations Management
- Category
- Business & Economics
- Pages
- 462
- Language
- English
- Published
- 2012
- Publisher
- Financial Times/Prentice Hall
- Authors
- Robert Johnston, Michael Shulver, Graham Clark
Description
This international market-leading book, aimed at both students and practising managers, 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 unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with recommended further reading and suggested web sites to deepen your knowledge. New features for this4th edition include: . A new 17 chapter structure . A practical focus on how to' deal with the key issues and challenges facing service operations managers . A new chapter on the customer experience . A new chapter on driving continuous improvement . A new chapter on learning from other operations . A new chapter on world-class service . Six new end of chapter case exercises . A new full-colour design "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."
Get the book
Other editions
-
- 1997
- 352 pages
- Paperback
- Financial Times/Prentice Hall
-
- 2019-10-12
- 318 pages
- Ebook
- Bloomsbury Publishing
Similar books
-
Service Operations Management: Improving Service Delivery
By Robert Johnston, Graham ClarkThe central focus of this book is how organizations deliver service and the operational decisions that managers face in managing resources and delivering service to their customers.
-
Operations and Service Management: Concepts, Methodologies, Tools, and Applications
By Management Association, Information ResourcesIt examines the need for a customer focus and highlights a range of pertinent topics such as financial performance measures, human resource development, and business analytics, this multi-volume book is ideally designed for managers, ...
-
Managing Service Operations: Design and Implementation
By Bill Hollins, Sadie ShinkinsCo m p a n y c o n s tra in ts P ollution Dis tribu tio n S a fe ty L e g a l T e st in g D isp la yE nvi ro nm en t T ech ni ca lu p d ate S al es p ot en tia l Pa te n t s Sh el fl ife sto ra ge Se cu rity Q u a lity re liab ilit y P ...
-
Public Service Operations Management: A research handbook
By Zoe J. Radnor, Nicola Bateman, Ann EsainDrawing on a range of theory and frameworks, this book develops the research agenda, and knowledge and understanding in public service operations management, addressing the most pressing dilemmas faced by leaders, executives and operations ...
-
Service Operations Management: Improving Service Delivery
By Robert Johnston, Graham ClarkThis book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery.
-
Service Operations Management, Second Edition: The Total Experience
By David W. ParkerWith new, updated case studies and original research embracing big-data analytics and neurolinguistics in building customer service systems, this book will be an invaluable tool for postgraduate and MBA students of service operations and ...
-
Active Operations Management: The playbook for service operations in the agile age
By Neil Bentley, Richard JefferyIf you’re at the sharp end of management, juggling conflicting demands to keep your organization’s promises to customers, with ever-reducing resources whilst implementing the latest digital change programme and keeping your team happy ...
-
Service and Operations Management
By Barry Render, Cengiz HakseverThe purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains.
-
Successful Service Operations Management
By Steve Walton, Richard D. Metters, Kathryn King-MettersCovers the full cycle of building a service business from concept formation through implementation.
-
Service Operations Management
By Neville D. HarrisService Operations Management