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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.
- Sales Rank: #555063 in Books
- Published on: 2012-10-19
- Original language: English
- Number of items: 1
- Dimensions: 10.40" h x .80" w x 7.70" l, 1.95 pounds
- Binding: Paperback
- 488 pages
From the Back Cover
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.
Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area.
Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with recommended further reading and suggested web sites to deepen your knowledge.
New features for this 4th edition include:
· A new 17 chapter structure
· A practical focus on ‘how to’ deal with the key issues and challenges facing service operations managers
· A new chapter on the customer experience
· A new chapter on driving continuous improvement
· A new chapter on learning from other operations
· A new chapter on world-class service
· Six new end of chapter case exercises
· A new full-colour design
Service Operations Management is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery.
About the Author
Robert Johnston is Professor of Operations Management at Warwick Business School.
Graham Clarkis Senior Lecturer in Operations Management at Cranfield School of Management and Director of the Executive MBA Programme.
Michael Shulver is a Senior Teaching Fellow in the Operations Management Group at Warwick Business School where he is the Academic Director of the School’s BSc in Management.
Most helpful customer reviews
0 of 0 people found the following review helpful.
Not the US edition but great condition
By Prime Reader
While the book I ordered claims to be the US edition its obviously not just by the way the word organization is spelled with s instead of z. In addition on page 79 it gives an explanation of the lifetime value of a customer and uses the symbol for pounds instead of US dollars. Other then that the book is in good condition and hopefully the case studies and examples are not different or I will be in trouble in the upcoming weeks of class.
0 of 0 people found the following review helpful.
Ok as a Text book
By Carlos Galan
It is Ok as a text book. Requires supporting hands-on samples or problems to do, probably with a supportive web page or web/mobile application, at least a blog.
The concepts and theory are very simple to understand.
7 of 11 people found the following review helpful.
Great text for teaching service operations management
By ZHANG Hongtao
Johnston and Clark is the textbook of choice for teaching service operations management. Its coverage is balanced and its style induces active class discussion. The end-of-chapter cases are short and inviting while losing nothing essential.
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