000 02882cam a22003978i 4500
003 EG-NbEJU
005 20241031074656.0
008 201010s2021 enk grb 001 0 eng d
010 _a 2020029503
020 _a9781292064468
_q(paperback)
020 _z9781292098029
_q(adobe pdf)
020 _z9781292098050
_q(epub)
040 _aLBSOR/DLC
_beng
_erda
_cEG-NbEJU
_dEG-NbEJU
041 _aeng
042 _apcc
050 0 0 _aHD9980.5
_b.J647 2021
100 1 _aJohnston , Robert ,
_d1953 -
245 1 0 _aService Operations Management :
_bImproving Service Delivery /
_cRobert Johnston , Michael Shulver , Nigel Slack , Graham Clark
250 _aFifth Edition
260 _aHarlow , England ;
_aNew York :
_bPearson ,
_c2021
300 _a462 pages ;
_c30 cm
336 _atext
_btxt
_2rdacontent
337 _aunmediated
_bn
_2rdamedia
338 _avolume
_bnc
_2rdacarrier
504 _aIncludes bibliographical references and index.
505 0 _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 0 _aService industries
_xManagement.
700 1 _aShulver, Michael,
_eauthor.
700 1 _aSlack, Nigel,
_eauthor.
700 1 _aClark, Graham,
_d1949-
_eauthor.
776 0 8 _iOnline version:
_aJohnston, Robert, 1952-
_tService operations management.
_bFifth edition
_dHarlow, England ; New York : Pearson, 2021
_z9781292098029
_w(DLC) 2020029504
901 _aKholoud
902 _aNew_02_ (35)
942 _2lcc
_n0
_cBK
999 _c6817
_d6817