Service Operations Management
A Strategic Perspective
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Beschreibung
This engaging and accessible textbook explores the challenges and complexities of managing operations in a service industry setting. Comprehensive in scope, this textbook considers key concepts from strategy and operations management from a global services perspective and integrates traditional theory with cutting-edge contemporary examples. Taking a student-centred approach, it gives the reader a solid understanding of the key issues faced by contemporary service organisations, from managing and reviewing risk to managing supplier relationships. Rich pedagogy, integrated online resources and relevant international case studies develop strategic thinking skills and equip students with the essential tools and techniques needed to plan, design, manage and control operations in diverse service industry contexts.
This is an ideal textbook for students of service operations management at undergraduate, postgraduate and MBA level.
- Globally relevant, with examples from around the world
- Underpinned by a robust learning framework
- Takes a strategic approach that encourages critical thinking and problem solving
- Contains a wealth of international cases from private, public and not-for-profit sectors
- Includes valuable insights into employability and skills in operations management
- Enables students to understand the quantitative and qualitative aspects of the topic
- Comes with fully-integrated online resources, enabling students to develop and practice their skills and expand their knowledge
Autor*in
John McManus
Themen in »Service Operations Management«
service operations management services management operational methodologies supply chain management services procurement decision support systems continual service improvement yield management