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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...
| Call Number: | Libro Electrónico |
|---|---|
| Main Author: | |
| Other Authors: | , , |
| Format: | Book |
| Language: | Inglés |
| Published: |
Harlow, England ; New York :
Pearson,
2021.
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| Edition: | Fifth edition. |
| Subjects: | |
| Online Access: | Texto completo |
Table of Contents:
- 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.