| 000 -LEADER |
|---|
| fixed length control field |
02758cam a22002654a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
vtls003031518 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
MY-SjTCS |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20200226103715.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
110218s2005 enka b 001 0 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0273683675 (pbk.) |
| 039 #9 - LEVEL OF BIBLIOGRAPHIC CONTROL AND CODING DETAIL [OBSOLETE] |
|---|
| Level of rules in bibliographic description |
201603111539 |
| Level of effort used to assign nonsubject heading access points |
malathy |
| Level of effort used to assign subject headings |
201102181318 |
| Level of effort used to assign classification |
VLOAD |
| Level of effort used to assign subject headings |
200702061224 |
| Level of effort used to assign classification |
mas |
| Level of effort used to assign subject headings |
200612161039 |
| Level of effort used to assign classification |
jefri |
| -- |
200611020959 |
| -- |
chon ling |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| Item number |
JOH |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Johnston, Robert, |
| Dates associated with a name |
1953- |
| 9 (RLIN) |
20059 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Service operations management : |
| Remainder of title |
improving service delivery / |
| Statement of responsibility, etc. |
Robert Johnston and Graham Clark. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
2nd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Harlow, England ; |
| -- |
New York : |
| Name of publisher, distributor, etc. |
FT/Prentice Hall, |
| Date of publication, distribution, etc. |
2005. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xix, 496 p. : |
| Other physical details |
ill. ; |
| Dimensions |
25 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
1. Introduction to service operations management -- 2. The service concept -- 3. Customers and relationships -- 4. Customer expectations and satisfaction -- 5. Managing supply relationships -- 6. Service processes -- 7. Service people -- 8. Resource utilisation -- 9. Networks, technology and information -- 10. Performance measurement -- 11. Linking operations decisions to business performance -- 12. Driving operational improvement -- 13. Service strategy -- 14. Service culture -- 15. Operational complexity. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
"This international market-leading book 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." "Combining a practical approach with a detailed theoretical underpinning, this book provides tools, frameworks and techniques for operational analysis and improvement and sets operations management within the wider business context, bringing a valuable perspective to this growing area. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test your understanding and recommended further reading to deepen your knowledge." "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. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery."--BOOK JACKET. |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| Local note |
British Degree Programme : UMMC9B-2 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries |
| General subdivision |
Management. |
| 9 (RLIN) |
11121 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Clark, Graham, |
| Dates associated with a name |
1949- |
| 9 (RLIN) |
22903 |
| 920 ## - Programme |
|---|
| Programme |
TBS : 501160, 501161, 501162, 501318, 501319, 501320 |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha biblionumber |
26664 |
| Koha biblioitemnumber |
26664 |
