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Service Operations Management Improving Service Delivery

ISBN-10: 1405847328
ISBN-13: 9781405847322
Edition: 3rd 2008
List price: $95.60
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Book details

List price: $95.60
Edition: 3rd
Copyright year: 2008
Publisher: Prentice Hall PTR
Publication date: 6/5/2008
Binding: Paperback
Pages: 552
Size: 7.50" wide x 9.75" long x 1.25" tall
Weight: 2.332
Language: English

Nigel Slack is the Professor of Operations Managment and Strategy at Warwick University. Previously he has been Professor of Manufacturing Strategy and Lucas Professor of Manufacturing Systems Engineering at Brunel University, a University Lecturer in Management Studies at Oxford University and Fellow in Operations Management at Templeton College, Oxford.Robert Johnston is a Professor of Operations Management at Warwick Business School and Associate Dean, responsible for finance and resources. He is the founding editor of the International Journal of Service Industry Management and he also serves on the editorial board of the Journal of Operations Management and the International Journal of Tourism and Hospitality Research.

Introduction
Introduction to service operations management
The service concept
Customer And Supplier Relationships
Customer and supplier relationships
Customer expectations and satisfaction
Managing supply relationships
Service Delivery
Service processes
Service people
Resource utilisation
Networks, technology and information
Performance Management
Performance measurement and management
Linking operations decisions to business performance
Driving operational improvement
Managing Strategic Change
Service strategy
Service culture
Operational complexity

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