TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
AU  - Shulver,Michael
TI  - Service operations management: improving service delivery
SN  - 9780273740490 (ebook)
AV  - HD9980.5 .J647 2012
PY  - 2012///
CY  - Harlow
PB  - Pearson
KW  - Customer services
KW  - Management
KW  - Service industries
KW  - Business and Management
KW  - ukslc
KW  - Management & management techniques
KW  - thema
KW  - Hospitality & service industries
KW  - lcsh
N1  - Previous ed.: published as by Robert Johnston and Graham Clark. 2008; Includes bibliographical references and index; Also available in printed form ISBN 9780273740483; Electronic reproduction; Askews and Holts; Mode of access: World Wide Web
N2  - 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
UR  - http://www.vlebooks.com/vleweb/product/openreader?id=WestLondon&isbn=9780273740490
ER  -