Image from Syndetics
Service operations management : improving service delivery / Robert Johnston and Graham Clark.
Material type:
TextPublication details: Harlow, Essex, England ; New York : Financial Times/Prentice Hall, 2008.Edition: 3rd edDescription: xvi, 533 p. : ill. ; 25 cmISBN: - 1405847328 (pbk.)
- 9781405847322 (pbk.)
- 658 JOH
| Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|
| Standard Loan | Moylish Library Main Collection | 658 JOH (Browse shelf(Opens below)) | 1 | Available | 39002100383455 |
Enhanced descriptions from Syndetics:
The central focus of this book is how organizations deliver service and the operational decisions that managers face in managing resources and delivering service to their customers.
Includes bibliographical references and index.
Table of contents provided by Syndetics
- 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