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Service Operations Management By Robert Johnston

Service Operations Management by Robert Johnston

Condition - Very Good
$36.99
6 in stock

Service Operations Management Summary

Service Operations Management by Robert Johnston

  • Written specifically to better serve the needs of students on services-orientated operations management courses.
  • The first European-originated book.
  • Operations management is set within the wider business context, recognising the impact of other management functions and covering wider issues, such as organisational culture and design, people issues, and customer relationships.
  • Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality.
  • Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.

  • Table of Contents

    PART ONE: INTRODUCTION

    1. Introduction to service operations management

    2. The service concept

    PART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS

    3. Customer and supplier relationships

    4. Customer expectations and satisfaction

    5. Managing supply relationships

    PART THREE: SERVICE DELIVERY

    6. Service processes

    7. Service people

    8. Resource utilisation

    9. Networks, technology and information

    PART FOUR: PERFORMANCE MANAGEMENT

    10. Performance measurement and management

    11. Linking operations decisions to business performance

    12. Driving operational improvement

    PART FIVE: MANAGING STRATEGIC CHANGE

    13. Service strategy

    14. Service culture

    15. Operational complexity

    Additional information

    GOR001987938
    9781405847322
    1405847328
    Service Operations Management by Robert Johnston
    Used - Very Good
    Paperback
    Pearson Education Limited
    2008-05-22
    552
    N/A
    Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
    This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

    Customer Reviews - Service Operations Management