Service Operations Management : Improving Service Delivery （5TH）

Johnston, Robert/ Shulver, Michael/ Slack, Nigel

Pearson Education Limited（2020/11発売）

• 製本 Paperback:紙装版/ペーパーバック版／ページ数 632 p.
• 言語 ENG
• 商品コード 9781292064468
• DDC分類 658.812

Full Description

Analyse and address organisational challenges using real world examples 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 in organisations. 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.

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Contents

Preface
New features for this edition
Case examples and exercises
About the authors

PART I: FRAMING SERVICE OPERATIONS

Introduction to service operations
The world of service
Service strategy
The service concept

PART II: SERVICE PEOPLE

Customer relationships
Service quality
Designing customer experience
People in the service operation
Service culture

PART III: DELIVERING SERVICE

Service supply networks
Designing the service process
Managing service performance
Service resources and capacity

PART IV: IMPROVING SERVICE OPERATIONS

Service innovation
Service improvement
Learning from problems
Learning from other operations



Index
Publisher acknowledgements