Service operations management: the total experience

By:

Parker, David W

Material type: Text

TextPublication details: Edward Elgar Cheltenham 2018Edition: 2ndDescription: xxiii, 579 pISBN:

9781788115957

Subject(s):

Operations management

DDC classification:

658.5 PAR

Summary: Building on the foundations of the first edition, this comprehensive textbook remains a vital tool for postgraduate students seeking to understand the principles of service operations management, and for undergraduate students specializing in hospitality, tourism and public sector management. With services accounting for 70 percent of employment and growth in our economy, this textbook explains what is needed to ensure the most efficient and effective service operations are delivered. Covering not-for-profit agencies, charities, Non-Governmental Organizations (NGOs) and utilities alongside finance, healthcare and commercial companies, this guide explores the essentials of service operations management with its innovative approach to delivering customers’ imperatives in services. Written in a clear and accessible manner this updated second edition: • takes an increased international perspective on service operations • is updated to reflect the most significant changes in service operations management, and to provide enhanced coverage of areas touched on in the first edition • includes new and updated international case studies in each chapter, reflecting the increased globalization of service operations, with internationalizing updates to include content suitable for a global audience • covers mobile technology and presents the author’s own research embracing big data analytics and neurolinguistics in building customer service systems • expands coverage of process-reengineering and service flows, business process assessments, and developing economies. (https://www.e-elgar.com/shop/gbp/service-operations-management-second-edition-9781788115957.html?srsltid=AfmBOooL8_kfKtdOeR5wme01gs5e4eryI_BZqulPBAr59fy8QOlINeim)

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Holdings
Item type	Current library	Collection	Call number	Copy number	Status	Date due	Barcode
Book	Indian Institute of Management LRC General Stacks	Operations Management & Quantitative Techniques	658.5 PAR (Browse shelf(Opens below))	1	Available		007606

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Previous	658.5 NIE Lean six sigma: methods for production optimization	658.5 NUN Sustainable operations management: key practices and cases	658.5 PAN Production and operations management	658.5 PAR Service operations management: the total experience	658.5 PAT Beyond the five whys: root cause analysis and systems thinking	658.5 PHA Strategic planning for dynamic supply chains: preparing for uncertainty using scenarios	658.5 PRA Product management essentials:	Next

Building on the foundations of the first edition, this comprehensive textbook remains a vital tool for postgraduate students seeking to understand the principles of service operations management, and for undergraduate students specializing in hospitality, tourism and public sector management.

With services accounting for 70 percent of employment and growth in our economy, this textbook explains what is needed to ensure the most efficient and effective service operations are delivered. Covering not-for-profit agencies, charities, Non-Governmental Organizations (NGOs) and utilities alongside finance, healthcare and commercial companies, this guide explores the essentials of service operations management with its innovative approach to delivering customers’ imperatives in services.

Written in a clear and accessible manner this updated second edition:

• takes an increased international perspective on service operations

• is updated to reflect the most significant changes in service operations management, and to provide enhanced coverage of areas touched on in the first edition

• includes new and updated international case studies in each chapter, reflecting the increased globalization of service operations, with internationalizing updates to include content suitable for a global audience

• covers mobile technology and presents the author’s own research embracing big data analytics and neurolinguistics in building customer service systems

• expands coverage of process-reengineering and service flows, business process assessments, and developing economies.

(https://www.e-elgar.com/shop/gbp/service-operations-management-second-edition-9781788115957.html?srsltid=AfmBOooL8_kfKtdOeR5wme01gs5e4eryI_BZqulPBAr59fy8QOlINeim)

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