This comprehensive textbook will become required reading for postgraduate students seeking to understand the principles of service operations management and for undergraduate students specializing in hospitality, tourism or the public sector. It will also serve as a handbook for operations managers in service organizations as they seek to develop and implement improved operations strategies.Focusing on service delivery design, capacity, recovery, performance measurement and service strategy, the challenge of delivering ...
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This comprehensive textbook will become required reading for postgraduate students seeking to understand the principles of service operations management and for undergraduate students specializing in hospitality, tourism or the public sector. It will also serve as a handbook for operations managers in service organizations as they seek to develop and implement improved operations strategies.Focusing on service delivery design, capacity, recovery, performance measurement and service strategy, the challenge of delivering exceptional service quality is addressed through a comparison of customers' perceptions and expectations. A new approach to quality in services describes the tools and methods for continuous service improvement. This accessible and engaging textbook is the ideal foundation for a course in service operations management. Each chapter: represents a lecture and specific topic - with specified learning objectives and outcomes develops using a 'chunking and scaffold' pedagogical technique - sub-sections in the chapter develop the chapter's theme includes examples of organizations and small case-vignettes suitable for class/group discussion and larger cases of international organizations for set-work activity draws upon contemporary research with clear citations to show the source - each chapter has a bibliography and reference list includes a series of questions that can be asked of the audience/students - either to promote discussion or to be set as an assignment See the companion website - ... - for an Instructor Resource Guide and PowerPoint slides, with tips for activities and as a general guide to explore issues raised in the book.
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Add this copy of Service Operations Management: the Total Experience to cart. $12.79, good condition, Sold by HPB-Red rated 5.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2012 by Edward Elgar Pub.
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Add this copy of Service Operations Management: the Total Experience to cart. $12.79, fair condition, Sold by HPB-Red rated 5.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2012 by Edward Elgar Pub.
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Fair. Connecting readers with great books since 1972. Used textbooks may not include companion materials such as access codes, etc. May have condition issues including wear and notes/highlighting. We ship orders daily and Customer Service is our top priority!
Add this copy of Service Operations Management: the Total Experience to cart. $17.77, new condition, Sold by Altra Trading Inc rated 5.0 out of 5 stars, ships from NEW YORK, NY, UNITED STATES, published 2012 by EDWARD ELGAR PUBLISHING LTD.
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Add this copy of Service Operations Management: The Total Experience to cart. $82.00, new condition, Sold by Just one more Chapter rated 3.0 out of 5 stars, ships from Miramar, FL, UNITED STATES, published 2012 by Edward Elgar Publishing Ltd.
