Service Operations Management

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9780024068118: Service Operations Management

Boasting a strong managerial orientation, this text explores service operations. It differentiates service operations issues from those associated with manufacturing while showing how common aspects of various services allow them to benefit from similar types of analysis. Centring its discussion on the "service encounter" and its supporting elements, the text describes how the encounter can be supported and efficiency maximized with both quantitative and qualititative tools.

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From the Publisher:

Boasting a strong managerial orientation, this new text exclusively explores service operations. It clearly differentiates services operations issues from those associated with manufacturing while showing how common aspects of various services allow them to benefit from similar types of analysis. Centering its discussion on the "service encounter" and its supporting elements, the text describes how the encounter can be supported and efficiency maximized with both quantitative and qualitative tools. Complete with five of the author's trademark "service tours"--detailing the internal operations of service establishments with both descriptive and analytical material--this text combines clear exposition, case studies, and exercises to offer a most concise, practical and pedagogically dynamic examination of this emerging field that devotes special attention to strategic management concerns.

From the Back Cover:

This book combines clear exposition, case studies, and exercises to offer a dynamic examination of this emerging field.

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Schmenner, Roger W.
Published by Prentice Hall College Div (1995)
ISBN 10: 002406811X ISBN 13: 9780024068118
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Roger W. Schmenner
Published by Prentice Hall College Div (1995)
ISBN 10: 002406811X ISBN 13: 9780024068118
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