TY  - BOOK
AU  - Johnston, Robert
AU  - Shulver, Michael, 
AU  - Slack, Nigel, 
AU  - Clark, Graham, 
AU  - Shulver, Michael
AU  - Slack, Nigel
AU  - Clark, Graham
TI  - Service operations management: improving service delivery 
SN  - 9789356067400
U1  - 658 
PY  - 2021///
CY  - Harlow, England ; , New York
PB  - Pearson
KW  - Service industries
KW  -  Management
N1  - Includes bibliographical references and index; Introduction to service operations -- The world of service -- Service strategy -- The service concept -- Customer relationships -- Service quality -- Designing customer experience -- People in the service operation -- Service culture -- Service supply networks -- Designing the service process -- Managing service performance -- Service resources and capacity -- Service innovation -- Service improvement -- Learning from problems -- Learning from other operations
N2  - "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 inorganisations. 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 analyse existing operations and understand ways to deal with operational challenges. This book can be used to support a dedicated Service Operations Management course, or a service-focused course in Operations Management. The book is also ideal if you who want to build on knowledge of the basic principles of operations management, and it serves as a handbook for operations managers in service organisations as they seek to develop and implement operations strategies"--
ER  -