Analyse and address organisational challenges using real world examples Service Operations Management, 5th Edition, by Robert Johnston et al. is a market-leading text on service operations management and provides a clear understanding of how service performance can be improved in organisations. This textbook applies underlying theories to the real world challenges faced by service operations managers on a daily basis, by providing a diverse range of examples and illustrations. Each chapter provides a range of tools, frameworks and techniques designed to help you better analyse existing operations and understand ways to deal with operational challenges.
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Preface
New features for this edition
Case examples and exercises
About the authors
PART I: FRAMING SERVICE OPERATIONS
Introduction to service operations
The world of service
Service strategy
The service concept
PART II: SERVICE PEOPLE
Customer relationships
Service quality
Designing customer experience
People in the service operation
Service culture
PART III: DELIVERING SERVICE
Service supply networks
Designing the service process
Managing service performance
Service resources and capacity
PART IV: IMPROVING SERVICE OPERATIONS
Service innovation
Service improvement
Learning from problems
Learning from other operations
Index
Publisher acknowledgements
