Service operations management : improving service delivery
Author(s)
Bibliographic Information
Service operations management : improving service delivery
Pearson, 2012
4th ed
- : [pbk.]
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Note
"First published 2001"--T.p. verso
Includes bibliographical references and index
Description and Table of Contents
Description
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.
Table of Contents
Part 1: INTRODUCTION
1 Introducing Service Operations Management
2 Understanding the Challenges for Operations Managers
Part 2: FRAME
3 Developing and Using the Service Concept
Part 3: CONNECT
4 Understanding Customers and Relationships
5 Managing Customer Expectations and Perceptions
6 Managing Supply Networks and Supplier Relationships
Part 4: DELIVER
7 Designing the Customer Experience
8 Designing the Service Process
9 Measuring, Controlling and Managing
10 Managing People
11 Managing Service Resources
Part 5: IMPROVE
12 Driving Continuous Improvement
13 Learning from Problems
14 Learning from Other Operations
Part 6: IMPLEMENT
15 Creating and Implementing the Strategy
16 Understanding and Influencing Culture
17 Building a World-class Service Organisation
by "Nielsen BookData"