TY  - BOOK
AU  - Johnston,Robert
AU  - Clark,Graham
TI  - Service operations management: improving service delivery 
SN  - 0273683675 (pbk.)
U1  - 658.812 
PY  - 2005///
CY  - Harlow, England, New York
PB  - FT/Prentice Hall
KW  - Service industries
KW  - Management
N1  - Includes bibliographical references and index; 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
N2  - "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
ER  -