Service Operations Management: Improving Service Delivery (2nd Edition)

"Johnston and Clark'sService Operations Managementis 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 This international market-leading book 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 practical approach with a detailed theoretical underpinning, this book provides tools, frameworks and techniques for operational analysis and improvement and sets operations management within the wider business context, bringing a valuable perspective to this growing area. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test your understanding and recommended further reading to deepen your knowledge. In this new editionthe authors have explored the links between strategy, operations and performance; added an even broader spread of case studies, both internationally and by sect∨ included more business-to-business covera≥ increased the analysis of the balance between quality, efficiency and productivity. Service Operations Managementis 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. "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, ItalyRobert Johnston is the author of 'Service Operations Management: Improving Service Delivery (2nd Edition)', published 2005 under ISBN 9780273683674 and ISBN 0273683675.