| 000 -LEADER |
|---|
| fixed length control field |
02227nam a22002417a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
240725b ||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9789356067400 (pbk.) |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
eng. |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.5 JOH |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Johnston, Robert |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Service operations management : |
| Remainder of title |
improving service delivery / |
| Statement of responsibility, etc. |
Robert Johnston, Michael Shulver, Nigel Slack and Graham Clark. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
5th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
Chennai : |
| Name of publisher, distributor, etc. |
Pearson, |
| Date of publication, distribution, etc. |
2021. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
606 p. ; |
| Dimensions |
25 cm. |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Includes bibliographical references and index. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Summary: "Service Operations Management, 5th Edition, by Robert Johnston et al. is a market-leading text on service operations management and provides a clear understanding of how service performance can be improved inorganisations. This textbook applies underlying theories to the real world challenges faced by service operations managers on a daily basis, by providing a diverse range of examples and illustrations. Each chapter provides a range of tools, frameworks and techniques designed 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 who want to build on knowledge of the basic principles of operations management, and it serves as a handbook for operations managers in service organisations as they seek to develop and implement operations strategies"-- Provided by publisher.<br/> |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Contents: Introduction to service operations -- The world of service -- Service strategy -- The service concept -- Customer relationships -- Service quality -- Designing customer experience -- People in the service operation -- Service culture -- Service supply networks -- Designing the service process -- Managing service performance -- Service resources and capacity -- Service innovation -- Service improvement -- Learning from problems -- Learning from other operations.<br/> |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries--Management. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Shulver, Michael. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Slack, Nigel. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Clark, Graham. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Books |
