Service Operations Management
This major new text provides
a refreshingly new, comprehensive and balanced introduction to Service Operations
Management. Building on the basic principles of operations management, the book examines
the operations decisions that managers may face in managing their resources and delivering
services to their customers. Although the emphasis is on operations, the text also
recognizes the impact of other management functions on service delivery. Indeed, the key
issue of service delivery is the prime focus of the book. Requiring only basic knowledge
of operations management theory, the book is easy-to-read and accessible to undergraduates
as well as practising managers. As such. Service Operations Management will be an
invaluable guide to students and managers confronting operational issues in service
management.
Key features:
Provides a valuable
operations management perspective on a large and growing, yet hitherto neglected area;
Includes international
examples from many types of organizations, such as: public sector, voluntary, mass
transport services, professional services, retailers, internet services, tourism and
hospitality to reflect the diversity of the service sector;
Combines a practical
approach with detailed theoretical underpinning to provide balanced coverage; i
Accessible-the contents are
structured around 5 key tasks, thus breaking the subject into manageable chunks;
Pedagogical features - each
chapter provides: definitions of key terms and constructs; identifies key operations
management issues; highlights a number of questions, ideas, frameworks, approaches and
techniques showing how managers can improve their performance; real world illustrations;
chapter summaries; case exercises; Further questions and reading
410 pages
ISBN 0-273-h iiiiiiiiiiirniii
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