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Johnston, Robert, 1953-

Service operations management : improving service delivery / Robert Johnston and Graham Clark. - 3rd ed. - Harlow : Financial Times Prentice Hall, 2008. - xvi, 533 p. : ill. 25 cm

Includes bibliographical references and index.

Part 1: Introduction -- Introduction to service operations management -- The service concept -- Part 2: Customer and supplier relationships -- Customer and supplier relationships -- Customer expectations and satisfaction -- Managing supply relationships -- Part 3: Service delivery -- Service processes -- Service people -- Resource utilisation -- Networks, technology and information -- Part 4: Performance management -- Performance measurement and management -- Linking operations decisions to business performance -- Driving operational improvement -- Part 5: Managing strategic change -- Service strategy -- Service culture -- Operational complexity

The central focus of this book is how organizations deliver service and the operational decisions that managers face in managing resources and delivering service to their customers.

ISBN: 9781405847322 £42.99

Subjects--Topical Terms:
Service industries--Management
Customer services--Management
Business and Management.
Management & management techniques
Management of specific areas