Table of contents :
Part I Introduction; Introducing service operations management; Introduction; What are services?; What is â#x80;#x98;serviceâ#x80;#x99;?; What is service operations management?; Why is service operations management important?; Summary; Discussion questions; Questions for managers; Suggested further reading; Useful web links Notes; Notes; Understanding the challenges for operations managers; Introduction; What are the key strategic challenges faced by service operations managers?; What are the key tactical challenges faced by service operations managers? What are the challenges for different types of services?What are the challenges for different types of processes?; What are the challenges in working with other management functions?; How can this book help?; Summary; Discussion questions; Questions for managers; Suggested further reading; Useful web links; Notes; Part II Frame; Developing and using the service concept; Introduction; What is a service concept?; How can managers use the service concept?; Summary; Discussion questions; Questions for managers; Case Exercise The Sunningtree Golf Club; Suggested further reading; Useful web links. NotesPart III Connect; Understanding customers and relationships; Introduction; Customers, who are they?; What are the benefits of retaining good customers?; How can managers develop good customer relationships?; How can managers develop good business relationships?; Summary; Discussion questions; Questions for managers; Case Exercise The National Brewery; Suggested further reading; Useful web links; Notes; Managing customer expectations and perceptions; Introduction; What is customer satisfaction?; What influences expectations and perceptions? How can expectations and perceptions be â#x80;#x98;managedâ#x80;#x99;?How can service quality be operationalised?; How can managers capture customersâ#x80;#x99; expectations?; How can a service be specified?; Summary; Discussion questions; Questions for managers; Case Exercise The Northern Breast Screening Unit; Suggested further reading; Useful web links; Notes; Managing supply networks and supplier relationships; Introduction; What are supply chains and networks?; What is the role of information and inventory?; How can supply networks be managed?; How can managers develop a global network strategy?; Summary. Discussion questionsQuestions for managers; Case Exercise The Regional Forensic Science Laboratory; Suggested further reading; Useful web links; Notes; Part IV Deliver; Designing the customer experience; Introduction; What is a customer experience?; How can the servicescape be designed?; How can managers design the customer journey?; What is the role of technology in developing the customer experience?; Summary; Discussion questions; Questions for managers; Case Exercise The Southern Provincial Hospice; Suggested further reading; Useful web links; Notes; Designing the service process.

Summary :
This international market-leading book, aimed at both students and practising managers, 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.