Service Operations Management

Robert Johnston was Professor of Operations Management at Warwick Business School. Robert also served on the editorial boards of ten leading journals and was an Honorary Fellow of the European Operations Management Association and a Vice President of the Institute of Customer Service.

Michael Shulver has lectured on Service Operations Management at Bath School of Management, Warwick Business School and Birmingham Business School. At Birmingham Michael designed and set up the world's first accredited wholly online MBA Programme.

Nigel Slack is Emeritus Professor of Operations Management and Strategy at Warwick Business School, an Honorary Professor at Bath University and 'Honorary Fellow of the European Operations Management Association'. Nigel is a consultant, researcher and teacher with experience in financial services, oil and gas, utilities, retail, professional services, general services, aerospace, FMCG and engineering manufacturing.

Address real-world organisational challenges by applying the principles of Service Operations Management

Service Operations Management, 6th edition is a leading text in the field and provides an understanding of how service performance can be improved in organisations. It applies underlying theories to the real-world issues faced daily by service operations managers, by providing a diverse range of examples and illustrations from a wide range of international businesses, plus frameworks and techniques to help you better analyse existing operations and understand ways to deal with operational challenges.

This book can be used to support a dedicated Service Operations Management course, or a service-focused course in Operations Management. The book is also ideal if you want to build on knowledge of the basic principles of operations management, and it serves as a handbook for operations managers in service organisations.

Key features:

• Real-life examples from organisations around the world ensure all types of service are covered, from Metro Bank to Médecins Sans Frontières, from Apple to Aldi, from Costa coffee machines to Cubitts eyewear, and more
• End-of-chapter case studies cover essential concepts and offer application opportunities that will strengthen your understanding
• A focus on how concepts work out in practice, such as in the expanded Service Concept and Customer Relationships chapters, both of which now incorporate new 'running' case studies
• Major updates for this edition include thoroughly revised and updated chapters on Service Strategy and People in the Service Operation, new material on the impacts of...read more...