Service Operations Management: Improving Service Delivery

by Robert Johnston, Graham Clark

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.

Genres: Textbooks

496 pages, Paperback

First published June 28, 2004

Reviews

[Ayat Saleh]

Coming from a manufacturing background with a good experience in the operations management in the manufacturing industry, I was looking for a good resource that can help me to understand those concepts in the service industry. The book comes with many case studies and illustration for the different concepts of the service operations management. The most interesting thing about this book is the structure of providing the information, where the book starts with providing simple topics such as what does service mean up to advanced topics related to creating and implementing operations strategies for service providers.

[Dave Bremer]

Good introduction of service concepts.Light on methods and metrics

[M]

Semester isn't done yet, but the book it. I'll reread chunks of it while studying, but that's an issue for a couple of weeks form now. Woot.