Analyse and address organisational challenges using real world examples Service Operations Management, 5th Edition, by Robert Johnston et al. is a market-leading text on service operations management and provides a clear understanding of how service performance can be improved in organisations. This textbook applies underlying theories to the real world challenges faced by service operations managers on a daily basis, by providing a diverse range of examples and illustrations. Each chapter provides a range of tools, frameworks and techniques designed to help your students better analyse existing operations and understand ways to deal with operational challenges. The full text downloaded to your computer With eBooks you can: O search for key concepts, words and phrases O make highlights and notes as you study O share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit TheaeBooks products do not have an expiry date. You will continue to access youradigitalaebookaproducts whilst you have youraBookshelf installed.
Preface New features for this edition Case examples and exercises About the authors PART I: FRAMING SERVICE OPERATIONS 1. Introduction to service operations 2.The world of service 3. Service strategy 4. The service concept PART II: SERVICE PEOPLE 5. Customer relationships 6. Service quality 7. Designing customer experience 8. People in the service operation 9. Service culture PART III: DELIVERING SERVICE 10. Service supply networks 11. Designing the service process 12. Managing service performance 13. Service resources and capacity PART IV: IMPROVING SERVICE OPERATIONS 14. Service innovation 15. Service improvement 16. Learning from problems 17. Learning from other operations Index Publisher acknowledgements
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