000			04082nam a22002417a 4500
005			20220127205155.0
008			220127s2012 ii ||||| |||| 00| 0 eng d
020			_a9780273740490
040			_cOCLC
082			_223 _a658.812
100	1		_aJohnston, Robert. _910341
245			_aService Operations Management / _cRobert Johnston, Clark Graham, Shulver Michael.
250			_a4th ed.
260			_aUnited Kingdom: _bPearson Education Limited; _c2012.
300			_a489 p.
505			_aTable 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.
520			_aSummary : 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.
650			_2OCLC _aService industries--Management. _910342
700			_aGraham Clark and Michael Shulver. _910343
773			_aPearson eBook
856			_u http://classify.oclc.org/classify2/ClassifyDemo?owi=5218703976
942			_2ddc _cEBK _y11 _z Priyanka
999			_c4396 _d4396