Service operations management improving service delivery.
Material type:
TextPublication details: Harlow : Pearson, 2012Edition: 4th edition. Robert Johnston, Graham Clark and Michael ShulverDescription: xxii, 462 p. : col. illISBN: 9780273740490 (ebook)Subject(s): Customer services -- Management | Service industries -- Management | Business and Management | Management & management techniques | Hospitality & service industries | Hospitality & service industries | Customer servicesGenre/Form: LOC classification: HD9980.5 | .J647 2012Online access: Open e-book Also available in printed form ISBN 9780273740483Summary: 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. 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.
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Electronic publication | Electronic publication | Available |
Previous ed.: published as by Robert Johnston and Graham Clark. 2008.
Includes bibliographical references and index.
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. 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.
Also available in printed form ISBN 9780273740483
Electronic reproduction. Askews and Holts. Mode of access: World Wide Web.
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