This book can be used to support a dedicated Service Operations Management course, or a service-focused course in Operations Management.
This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery.
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...
The 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.
With 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 ...
Service Operations Management
MURDICK , ROBERT G. , BARRY RENDER , and ROBERTA RUSSELL , Service Operations Management . Boston : Allyn and Bacon , 1990 . PARASURAMAN , A. , LEONARD L. BERRY , and VALARIE A. ZEITHAML , “ Understanding Customer Expectations of ...
Includes index.
"This edition provides coverage of the full cycle of building a service business from concept formation through implementation. The first section of the book focuses on the important elements of constructing a business strategy.
Management of Service Operations: Text, Cases, and Readings