Service Operations Management: Improving Service Delivery - Softcover

Johnston, Prof Robert; Clark, Graham

Softcover

ISBN 10: 1405847328 ISBN 13: 9781405847322

Publisher: Financial Times/ Prentice Hall, 2008

Synopsis

Written specifically to better serve the needs of students on services-orientated operations management courses.

The first European-originated book.

Operations management is set within the wider business context, recognising the impact of other management functions and covering wider issues, such as organisational culture and design, people issues, and customer relationships.

Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality.

Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.

 

About this title

Review

"Johnston and Clark's Service Operations Management is an extraordinary textbook that immediately brings operations management to life for all managers."
Thomas Christiansen, Assistant Professor, Center for Technology, Economics and Management, Technical University of Denmark

"Johnston and Clark is an outstanding text and should remain at the forefront of service management texts for the foreseeable future. It has attracted excellent student feedback."  
Geoffrey Plumb, Senior Lecturer, Staffordshire University

“Finally, a book that encompasses and illustrates all the phases of service processes, giving the right emphasis to each rather than focusing exclusively on the marketing aspects of the service context.”
Andrea Vinelli, Professor of Operations Management, University of Padova, Italy

"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."
Hongtao Zhang, Associate Professor, School of Business and Management, Hong Kong University of Science and Technology

 

From the Author

This book has been used by senior managers within a wide range of service organisations to inform and structure their development and implementation of service strategies. It is written with senior managers in mind, but is very relevant to those on postgraduate management programmes as well as undergraduate core service operations management modules. The illustrations and case studies reflect the suthors' extensive experience in teaching, consultancy and research.

Graham Clark

Edition details

• Publisher: Financial Times/ Prentice Hall
• Publication date: 2008
• ISBN 10: 1405847328
• ISBN 13: 9781405847322
• Binding: Paperback
• Language: English
• Edition number: 3
• Number of pages: 552