Service operations management : improving service delivery
Author(s)
Bibliographic Information
Service operations management : improving service delivery
Pearson, 2012
4th ed
- : [pbk.]
Available at 5 libraries
  Aomori
  Iwate
  Miyagi
  Akita
  Yamagata
  Fukushima
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  Tochigi
  Gunma
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  Tokyo
  Kanagawa
  Niigata
  Toyama
  Ishikawa
  Fukui
  Yamanashi
  Nagano
  Gifu
  Shizuoka
  Aichi
  Mie
  Shiga
  Kyoto
  Osaka
  Hyogo
  Nara
  Wakayama
  Tottori
  Shimane
  Okayama
  Hiroshima
  Yamaguchi
  Tokushima
  Kagawa
  Ehime
  Kochi
  Fukuoka
  Saga
  Nagasaki
  Kumamoto
  Oita
  Miyazaki
  Kagoshima
  Okinawa
  Korea
  China
  Thailand
  United Kingdom
  Germany
  Switzerland
  France
  Belgium
  Netherlands
  Sweden
  Norway
  United States of America
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"