Service Operations Management: Improving Service Delivery

"Johnston and Clark's Service Operations Management is an extraordinary textbook that immediately brings operations management to life for all managers." "Thomas Christiansen, Assistant Professor, Center for Technology, Economics and Management, Technical University of Denmark "Johnston and Clark is an outstanding text and should remain at the forefront of service management texts for the foreseeable future. It has attracted excellent student feedback." Geoffrey Plumb, Senior Lecturer, Staffordshire University "Finally, a book that encompasses and illustrates all the phases of service processes, giving the right emphasis to each rather than focusing exclusively on the marketing aspects of the service context." "Andrea Vinelli, Professor of Operations Management, University of Padova, Italy "Johnston and Clark is the textbook of choice for teaching Service Operations Management. Its coverage is balanced and its style induces active class discussion. The end-of-chapter cases are short and inviting while losing nothing essential." Hongtao Zhang, Associate Professor, School of Business and Management, Hong Kong University of Science and Technology

Written for students of operations management courses on an undergraduate, MSc or MBA course, this book combines a practical approach with detailed theoretical underpinning to provide a valuable perspective on this growing area. Providing tools, frameworks and techniques for operational analysis and improvement, the text builds on the principles of operations management; examining the operations decisions that managers face in controlling their resources and in delivering services to their customers.

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