Service Operations Management by Robert Johnston

Service Operations Management by Robert Johnston

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 4th edition include:

- A new 17 chapter structure

- A practical focus on 'how to' deal with the key issues and challenges facing service operations managers

- A new chapter on the customer experience

- A new chapter on driving continuous improvement

- A new chapter on learning from other operations

- A new chapter on world-class service

- Six new end of chapter case exercises

- A new full-colour design

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.

Orebaugh, Angela: - Angela Orebaugh (, GCIA, GCFW, GCIH, GSEC, CCNA) is a Senior Scientist in the Advanced Technology Research Center of Sytex, Inc. where she works with a specialized team to advance the state of the art in information systems security. She has over 10 years experience in information technology, with a focus on perimeter defense, secure network design, vulnerability discovery, penetration testing, and intrusion detection systems. She has a Masters in Computer Science, and is currently pursuing her Ph.D. with a concentration in Information Security at George Mason University.

SKU	Unavailable
ISBN 13	9780273683674
ISBN 10	0273683675
Title	Service Operations Management
Author	Robert Johnston
Condition	Unavailable
Binding Type	Paperback
Publisher	Prentice Hall
Year published	2005-03-03
Number of pages	516
Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.