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Service operations management. Improving service delivery Paperback – 1 January 2009

by Robert Johnston (Author), Grahame Clark (Author)
4.4 out of 5 stars 25
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Service Operations Management: Improving Service Delivery
Service Operations Management: Improving Service Delivery
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Previous page
  1. Print length
    552 pages
  2. Language
    English
  3. Publisher
    Pearson Longman
  4. Publication date
    1 January 2009
  5. Dimensions
    19.05 x 3.18 x 24.77 cm
  6. ISBN-10
    1405847328
  7. ISBN-13
    978-1405847322
  8. See all details
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Product description

From the Back Cover

"Johnston and Clark's Service Operations Management is an extraordinary textbook that immediately brings operations management to life for all managers."

Thomas Christiansen, Assistant Professor, Centre for Technology, Economics and Management, Technical University of Denmark

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.

Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area.

Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with
recommended further reading and suggested web sites to deepen your knowledge.

New features for this 3rd edition include:

A variety of new international case studies, covering the key service sectors
Greater business-to-business coverage
Increased analysis of the balance between quality, efficiency and productivity

Information about web sites which provide either more information or practical examples of material in the book
More extensive exploration of the links between strategy, operations and performance

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.

Product details

  • Publisher ‏ : ‎ Pearson Longman; 3rd edition (1 January 2009)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 552 pages
  • ISBN-10 ‏ : ‎ 1405847328
  • ISBN-13 ‏ : ‎ 978-1405847322
  • Dimensions ‏ : ‎ 19.05 x 3.18 x 24.77 cm
  • Customer Reviews:
    4.4 out of 5 stars 25

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Robert Johnston

Robert Johnston

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4.4 out of 5
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Sasuke
5.0 out of 5 stars Completa disamina della gestione delle Operations
Reviewed in Italy on 5 June 2014
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robert grouchey
5.0 out of 5 stars Service Operations Management
Reviewed in the United Kingdom on 18 April 2014
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tuxland
4.0 out of 5 stars Buen libro.
Reviewed in Spain on 17 February 2013
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Mo
5.0 out of 5 stars Great Seller
Reviewed in the United States on 2 September 2010
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Jennifer L. Thompson
5.0 out of 5 stars Great book
Reviewed in the United States on 13 January 2019
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