Johnston, Robert, 1953-

Service operations management : improving service delivery / Robert Johnston, Michael Shulver, Nigel Slack and Graham Clark. - 5th ed. - London, Pearson, 2021. - xxii,609.

Includes bibliographical references and index.

"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 inorganisations. 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. This book can be used to support a dedicated Service Operations Management course, or a service-focused course in Operations Management. The book is also ideal if you who want to build on knowledge of the basic principles of operations management, and it serves as a handbook for operations managers in service organisations as they seek to develop and implement operations strategies"--

9781292098050 9781292098029


Service industries--Management.

658 / JOH/S