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.
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