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Service Operations Management: Improving Service Delivery, 2/e
by Robert Johnston
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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.
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Features
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- Written specifically to better serve the needs of students on services-orientated operations management courses.
- The first European-originated book.
- Operations management is set within the wider business context, recognising the impact of other management functions and covering wider issues, such as organizational culture and design, people issues, and customer relationships.
- Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality.
- Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.
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Contents
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PART I: INTRODUCTION
- Introduction to service operations management
- The service concept
PART II: CUSTOMER AND SUPPLIER RELATIONSHIPS
- Customers and relationships
- Customer expectations and satisfaction
- Managing supply relationships
PART III: SERVICE DELIVERY
- Service processes
- Service people
- Resource utilization
- Networks, technology and information
PART IV: PERFORMANCE MANAGEMENT
- Performance measurement
- Linking operations decisions to business performance
- Driving operational improvement
PART V: MANAGING STRATEGIC CHANGE
- Service strategy
- Service culture
- Operational complexity
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Book Details
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Author(s):
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Robert Johnston
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Graham Clark
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ISBN
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9788131715208
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Pages
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516
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Imprint
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Pearson Education
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Binding
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Paperback
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© Year
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2007
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Weight
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0.748 Kg
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