Service operations management : improving service delivery / Robert Johnston, Michael Shulver, Nigel Slack and Graham Clark.

Includes bibliographical references and index.

Introduction to service operations -- The world of service -- Service strategy -- The service concept -- Customer relationships -- Service quality -- Designing customer experience -- People in the service operation -- Service culture -- Service supply networks -- Designing the service process -- Managing service performance -- Service resources and capacity -- Service innovation -- Service improvement -- Learning from problems -- Learning from other operations.

"Service Operations Management, 5th Edition, by Robert Johnston et al. is a market-leading text on service operations management and provides a clear understanding of how service performance can be improved inorganisations. This textbook applies underlying theories to the real world challenges faced by service operations managers on a daily basis, by providing a diverse range of examples and illustrations. Each chapter provides a range of tools, frameworks and techniques designed to help you better analyse existing operations and understand ways to deal with operational challenges. This book can be used to support a dedicated Service Operations Management course, or a service-focused course in Operations Management. The book is also ideal if you who want to build on knowledge of the basic principles of operations management, and it serves as a handbook for operations managers in service organisations as they seek to develop and implement operations strategies"-- Provided by publisher.

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