Service Operations Management
by Robert Johnston, Michael Shulver, Nigel Slack
5th Edition
Publisher: Pearson
Book Details
| Print ISBN | 9781292064468 |
| eText ISBN | 9781292098050 |
| Publisher | Pearson |
| Publishing Year | 2021 |
| Edition | 5th Edition |
| Language | English |
Service Operations Management, 5th Edition, is a textbook that connects foundational theories to practical challenges encountered daily by service operations managers. It examines how organizations evaluate and improve service performance across varied operating environments.
Key areas of focus include framing the service concept and service strategy, managing delivery through process design and supply networks, and addressing human factors such as customer relationships and organizational culture.
To aid students in examining existing systems and addressing operational problems, each chapter provides analytical tools, conceptual frameworks, and practical techniques accompanied by real-world examples and illustrations.
Table of Contents
Chapter 1: Introduction to service operations
Chapter 2: The world of service
Chapter 3: Service strategy
Chapter 4: The service concept
Chapter 5: Customer relationships
Chapter 6: Service quality
Chapter 7: Designing customer experience
Chapter 8: People in the service operation
Chapter 9: Service culture
Chapter 10: Service supply networks
Chapter 11: Designing the service process
Chapter 12: Managing service performance
Chapter 13: Service resources and capacity
Chapter 14: Service innovation
Chapter 15: Service improvement
Chapter 16: Learning from problems
Chapter 17: Learning from other operations
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