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Service Operations Management By Graham Clark

Service Operations Management
by Graham Clark

In Stock
Provides a comprehensive introduction to service operations management. This book offers tools, frameworks, and techniques for operational analysis and improvement and sets operations management within the wider business context. The companion website includes an instructor's manual and power point slides.
7 in stock

Service Operations Management Summary

Service Operations Management: Improving Service Delivery by Graham Clark

Written for students of operations management courses on an undergraduate, MSc or MBA course, this book combines a practical approach with detailed theoretical underpinning to provide a valuable perspective on this growing area. Providing tools, frameworks and techniques for operational analysis and improvement, the text builds on the principles of operations management; examining the operations decisions that managers face in controlling their resources and in delivering services to their customers.

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Service Operations Management Reviews

"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, Center for Technology, Economics and Management, Technical University of Denmark "Johnston and Clark is an outstanding text and should remain at the forefront of service management texts for the foreseeable future. It has attracted excellent student feedback." Geoffrey Plumb, Senior Lecturer, Staffordshire University "Finally, a book that encompasses and illustrates all the phases of service processes, giving the right emphasis to each rather than focusing exclusively on the marketing aspects of the service context." "Andrea Vinelli, Professor of Operations Management, University of Padova, Italy "Johnston and Clark is the textbook of choice for teaching Service Operations Management. Its coverage is balanced and its style induces active class discussion. The end-of-chapter cases are short and inviting while losing nothing essential." Hongtao Zhang, Associate Professor, School of Business and Management, Hong Kong University of Science and Technology

Table of Contents

PART ONE: INTRODUCTION1. Introduction to service operations management2. The service conceptPART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS3. Customers and relationships4. Customer expectations and satisfaction5. Managing supply relationshipsPART THREE: SERVICE DELIVERY6. Service processes7. Service people8. Resource utilisation9. Networks, technology and informationPART FOUR: PERFORMANCE MANAGEMENT10. Performance measurement11. Linking operations decisions to business performance12. Driving operational improvementPART FIVE: MANAGING STRATEGIC CHANGE13. Service strategy14. Service culture15. Operational complexity

Additional information

Service Operations Management: Improving Service Delivery by Graham Clark
Graham Clark
Used - Very Good
Pearson Education Limited
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.