Service operations management : improving service delivery [printed text] / Robert Johnston, Author ; Graham Clark, Author ; Michael Shulver, Author  . -  4th Edition . - Harlow, Essex : Pearson Education, 2012 . - xi, 462 p. : ill (col) ; 27 cm.
ISBN : 978-0-273-74048-3
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.

Class number:	658
Abstract:	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.
Contents note:	Preface; New features for this edition; Case Examples; Author's acknowledgements; Publisher's acknowledgements; About the authors 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 Index.