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Service Operations Management
Robert JohnstonGraham Clark
其他書名
Improving Service Delivery
出版Financial Times Prentice Hall, 2005
主題Business & Economics / Customer RelationsBusiness & Economics / ManagementBusiness & Economics / Industries / Service
ISBN02736836759780273683674
URLhttp://books.google.com.hk/books?id=CPRouMpw0GIC&hl=&source=gbs_api
註釋The second edition of this well-received market-leading book continues to provide a comprehensive and balanced introduction to Service Operations Management. Building on the basic principles of operations management, the book examines the operations decisions that managers may face in managing their resources and delivering services to their customers. Johnston and Clark combine a practical approach with detailed theoretical underpinning to provide a valuable operations management perspective on the large and growing area of Services Operations Management. Despite focussing in on service operations from the outset, the book also recognises the impact of other management functions on service delivery.