| 000 | 02588cam a22003258i 4500 | ||
|---|---|---|---|
| 005 | 20260112063329.0 | ||
| 010 | _a2020-029503 | ||
| 020 | _a9789356067400 | ||
| 039 |
_a202306151510 _bstaff _c202306151507 _d staff _y 202306151458 _z staff |
||
| 082 |
_a658 _bJOH |
||
| 100 | _aJohnston, Robert | ||
| 245 |
_aService operations management : _bimproving service delivery / _cRobert Johnston, Michael Shulver, Nigel Slack and Graham Clark. |
||
| 250 | _aFifth edition. | ||
| 263 | _a2104 | ||
| 264 |
_aHarlow, England ; _aNew York : _bPearson, _c2021. |
||
| 300 | _axxii,609p.;25 cm | ||
| 504 | _aIncludes bibliographical references and index. | ||
| 505 | _aIntroduction 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. | ||
| 520 |
_a"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"-- _cProvided by publisher. |
||
| 650 |
_aService industries _x Management. |
||
| 700 |
_aShulver, Michael, _e author. |
||
| 700 |
_aSlack, Nigel, _e author. |
||
| 700 |
_aClark, Graham, _d 1949- _e author. |
||
| 700 | _aShulver, Michael | ||
| 700 | _aSlack, Nigel | ||
| 700 | _aClark, Graham | ||
| 991 | _aVIRTUA | ||
| 991 | _aVTLSSORT0080*0100*0200*0820*1000*2450*2500*2630*2640*3000*5040*5050*5200*6500*7000*7001*7002*7003*7004*7005*9992 | ||
| 909 | _a5872 | ||
| 999 |
_c5285 _d5285 |
||