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Service Operations Management: Improving Service Delivery, 2/e

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Edition: Paperback
Publisher: Pearson

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[Paperback 2008, 3rd Edition] In Stock
Rs. 5,642

Service Operations Management: Improving Service Delivery, 2/e Book Description

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.


PART I: INTRODUCTION
  1. Introduction to service operations management
  2. The service concept
PART II: CUSTOMER AND SUPPLIER RELATIONSHIPS
  1. Customers and relationships
  2. Customer expectations and satisfaction
  3. Managing supply relationships
PART III: SERVICE DELIVERY
  1. Service processes
  2. Service people
  3. Resource utilization
  4. Networks, technology and information
PART IV: PERFORMANCE MANAGEMENT
  1. Performance measurement
  2. Linking operations decisions to business performance
  3. Driving operational improvement
PART V: MANAGING STRATEGIC CHANGE
  1. Service strategy
  2. Service culture
  3. Operational complexity

Publisher: Pearson
Author: Robert Johnston, Graham Clark,
Edition Number: 2
EAN: 9788131715208
No. of Pages: 516
Deliverable Countries: This product ships to India, Sri Lanka.

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The book Service Operations Management: Improving Service Delivery, 2/e by Robert Johnston, Graham Clark, (author) is published or distributed by Pearson [, 9788131715208]. Service Operations Management: Improving Service Delivery, 2/e has Paperback binding and this format has 516 number of pages of content for use. The printed edition number of this book is 2.
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