Service Operations Management: Improving Service Delivery

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.

"Johnston and Clark's Service Operations Management is an extraordinary textbook that immediately brings operations management to life for all managers."

Thomas Christiansen, Assistant Professor, Centre for Technology, Economics and Management, Technical University of Denmark

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.

Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area.

Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with
recommended further reading and suggested web sites to deepen your knowledge.

New features for this 3rd edition include:

A variety of new international case studies, covering the key service sectors
Greater business-to-business coverage
Increased analysis of the balance between quality, efficiency and productivity

Information about web sites which provide either more information or practical examples of material in the book
More extensive exploration of the links between strategy, operations and performance

Service Operations Management is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery.