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Service Operations Management (3rd Edition) download ebook

by Graham Clark,Robert Johnston

Service Operations Management (3rd Edition) download ebook
ISBN:
1405847328
ISBN13:
978-1405847322
Author:
Graham Clark,Robert Johnston
Publisher:
Prentice Hall; 3 edition (June 15, 2008)
Language:
Pages:
552 pages
ePUB:
1265 kb
Fb2:
1944 kb
Other formats:
mobi doc lrf mobi
Category:
Management & Leadership
Subcategory:
Rating:
4.9

The ultimate test of service operations management is at the point of. .ROBERT JOHNSTON is Professor of Operations Management at Warwick Business School.

The ultimate test of service operations management is at the point of delivery to the customer and the aim is to delight customers within budget and at a profit not easy! Satisfaction is the result of customers assessment of a service based on a comparison of their perceptions of service delivery with their prior expectations.

MANAGEMENT Improving Service Delivery Robert Johnston Graham Clark and Michael Shulver.

Management Improving Service Delivery Robert Johnston Graham Clark Michael Shulver. MANAGEMENT Improving Service Delivery Robert Johnston Graham Clark and Michael Shulver.

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Robert Johnston, Graham Clark, Michael Shulver. 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.

Robert Johnston, Warwick Business School, Warwick University. Robert Johnston, Warwick Business School, Warwick University.

Автор: Johnston, Robert Clark, Graham Название: 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.

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* Written specifically to better serve the needs of students on services-orientated operations management courses. * The first European-originated book. * Operations management is set within the wider business context, recognising the impact of other management functions and covering wider issues, such as organisational culture and design, people issues, and customer relationships. * Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality. * Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.
Reviews:
  • Adoraris
A lot of good info but some terms are difficult to understand since I am in the U.S. and the authors are from England. They use different terms for common U.S. terms so it might cause confusion for some. Also broken up a lot, seems like topics are covered in a couple different spots in the book. Other than that, a lot of good info. Even my professor said though that there are much better options out there for U.S. users.
  • Tiv
While the book I ordered claims to be the US edition its obviously not just by the way the word organization is spelled with s instead of z. In addition on page 79 it gives an explanation of the lifetime value of a customer and uses the symbol for pounds instead of US dollars. Other then that the book is in good condition and hopefully the case studies and examples are not different or I will be in trouble in the upcoming weeks of class.
  • Adoranin
School book....no real opinion....
  • Dog_Uoll
It is a good book on operations management. Coverage of topics is solid, certain complex things are explained in a very good way. However, the book is somewhat dull and shallow. I used it in preparations for CIPS exams, it was sometimes boring, and I had to get more information on important topics elsewhere. That said, if you want a solid overview of everything in OpMan, and not afraid of lots of reading about that everything, the book is definitely for you.
  • Marirne
Came in as advertised with no damage or defects. I would purchase from this retailer again.
  • FreandlyMan
It is an excellent book.
It is very easy to read and comprehensive.
I like it, I recommend this book.
  • elegant stranger
Excellent product.
it's a nice book and i received in a good condition within the promised time