Service Operations Management: Improving Service Delivery, 4th Edition

This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers.

Table of Contents

Part I Introduction
Chapter 1 Introducing Service Operations Management
Chapter 2 Understanding The Challenges For Operations Managers

Part II Frame
Chapter 3 Developing And Using The Service Concept

Part III Connect
Chapter 4 Understanding Customers And Relationships
Chapter 5 Managing Customer Expectations And Perceptions
Chapter 6 Managing Supply Networks And Supplier Relationships

Part IV Deliver
Chapter 7 Designing The Customer Experience
Chapter 8 Designing The Service Process
Chapter 9 Measuring, Controlling And Managing
Chapter 10 Managing People
Chapter 11 Managing Service Resources

Part V Improve
Chapter 12 Driving Continuous Improvement
Chapter 13 Learning From Problems
Chapter 14 Learning From Other Operations

Part VI Implement
Chapter 15 Creating And Implementing The Strategy
Chapter 16 Understanding And Infl Uencing Culture
Chapter 17 Building A World-Class Service Organisation