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Service Operations Management by Graham Clark and Robert Johnston (2004, Trade Paperback)

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About this product

Product Identifiers

PublisherPrentice Hall PTR

ISBN-100273639226

ISBN-139780273639220

eBay Product ID (ePID)1885442

Product Key Features

Number of Pages432 Pages

LanguageEnglish

Publication NameService Operations Management

SubjectIndustries / Service, Management

Publication Year2004

TypeTextbook

AuthorGraham Clark, Robert Johnston

Subject AreaBusiness & Economics

FormatTrade Paperback

Dimensions

Item Height0.9 in

Item Weight28.9 Oz

Item Length9.7 in

Item Width7.4 in

Additional Product Features

Intended AudienceCollege Audience

Dewey Edition21

IllustratedYes

Dewey Decimal658.8/12

Table Of ContentPreface. Acknowledgements. About the authors. Part 1: Introduction. 1. Introduction to service operations management 2. The service concept Part 2: Customer and supplier relationships. 3. Customers and relationships 4. Customer expectations and satisfaction 5. Managing supply relationships Part 3: Service delivery. 6. Service processes 7. Service capacity 8. Service people 9. Structure: Networks, technology and information Part 4: Performance management. 10. Performance measurement 11. Linking operations decisions to business performance 12. Driving operational improvement Part 5: Managing strategic change. 13. Service strategy 14. Service culture 15. Operational complexity.

SynopsisFor Service Operations Management courses within undergraduate business studies. This is the first modern European-originated book to apply operations management specifically to the service sector, providing tools, frameworks and techniques for operational analysis and improvement. Building on the basic principles of operations management, the book examines the operations decisions that managers face in managing their resources and in delivering services to their customers.Although the emphasis is on operations, the text also recognises the impact of other management functions on service delivery. Indeed, the key issue of service delivery is the prime focus of the book.