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Service operations management : improving service delivery /

"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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Johnston, Robert, 1953- (autor.)
Otros Autores: Shulver, Michael (autor.), Slack, Nigel (autor.), Clark, Graham, 1949- (autor.)
Formato: Libro
Idioma:Inglés
Publicado: Harlow, England ; New York : Pearson, 2021.
Edición:Fifth edition.
Temas:
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Introduction to service operations
  • The world of service
  • Service strategy
  • The service concept
  • Customer relationships
  • Service quality
  • Designing customer experience
  • People in the service operation
  • Service culture
  • Service supply networks
  • Designing the service process
  • Managing service performance
  • Service resources and capacity
  • Service innovation
  • Service improvement
  • Learning from problems
  • Learning from other operations.