Service Operations Management Robert Johnston / Michael Shulver 5E 9781292064468

Title : Service Operations Management Robert Johnston / Michael Shulver / Nigel Slack / Graham Clark

ISBN13 :9781292064468

PUBLISHER : PEARSON (2020)

EDITION : 5TH EDITION PAPERBACK

PAGES : 609 COLOR PAGES 

Analyze and address organizational challenges using real world examples
Service Operations Management, 5th Edition, by Robert Johnston et al. is a market-leading text on service operations management and provides a clear understanding of how service performance can be improved in organizations. This textbook applies underlying theories to the real world challenges faced by service operations managers on a daily basis, by providing a diverse range of examples and illustrations. Each chapter provides a range of tools, frameworks and techniques designed to help you better analyze existing operations and understand ways to deal with operational challenges.

Table of contents

New features for this edition

Case examples and exercises

About the authors


PART I: FRAMING SERVICE OPERATIONS

1. Introduction to service operations
2.The world of service
3. Service strategy
4. The service concept



PART II: SERVICE PEOPLE

5. Customer relationships
6. Service quality
7. Designing customer experience
8. People in the service operation
9. Service culture


PART III: DELIVERING SERVICE

10. Service supply networks
11. Designing the service process
12. Managing service performance
13. Service resources and capacity


PART IV: IMPROVING SERVICE OPERATIONS

14. Service innovation
15. Service improvement
16. Learning from problems
17. Learning from other operations

Index