Business

• Written specifically to better serve the needs of students on services-orientated operations management courses.
• The first European-originated book.
• Operations management is set within the wider business context, recognising the impact of other management functions and covering wider issues, such as organisational culture and design, people issues, and customer relationships.
• Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality.
• Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.

Additional Support Material

A companion website includes an instructor¿s manual and power point slides.

• Written specifically to better serve the needs of students on services-orientated operations management courses.
• The first European-originated book.
• Operations management is set within the wider business context, recognising the impact of other management functions and covering wider issues, such as organisational culture and design, people issues, and customer relationships.
• Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality.
• Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.

Additional Support Material

An instructor's manual and power point slides can be downloaded by registered faculty adopters from this catalog site

the authors have:

• Developed the links between strategy and operations and performance
• Added new case studies from an even more diverse spread of sectors and countries,
• Included more business-to-business material
• Analysed the balance between quality, efficiency and productivity in more detail.
• New PowerPoint slides and an Instructor¿s Manual online for lecturers

PART ONE: INTRODUCTION1.  Introduction to service operations management2.  The service conceptPART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS3.  Customers and relationships4.  Customer expectations and satisfaction5.  Managing supply relationshipsPART THREE: SERVICE DELIVERY6.  Service processes7.  Service people8.  Resource utilisation9.  Networks, technology and informationPART FOUR: PERFORMANCE MANAGEMENT10. Performance measurement11. Linking operations decisions to business performance12. Driving operational improvementPART FIVE: MANAGING STRATEGIC CHANGE13.  Service strategy14.  Service culture15.  Operational complexity  

Service Operations [CORE TEXTS] (Decision Science)

"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, Center for Technology, Economics and Management, Technical University of Denmark

This international market-leading book 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 practical approach with a detailed theoretical underpinning, this book provides tools, frameworks and techniques for operational analysis and improvement and sets operations management within the wider business context, bringing a valuable perspective to this growing area.

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

In this new edition the authors have

• explored the links between strategy, operations and performance;
• added an even broader spread of case studies, both internationally and by sector;
• included more business-to-business coverage;
• increased the analysis of the balance between quality, efficiency and productivity.

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.

"Johnston and Clark is an outstanding text and should remain at the forefront of service management texts for the foreseeable future. It has attracted excellent student feedback."  

Geoffrey Plumb, Senior Lecturer, Staffordshire University

¿Finally, a book that encompasses and illustrates all the phases of service processes, giving the right emphasis to each rather than focusing exclusively on the marketing aspects of the service context.¿

Andrea Vinelli, Professor of Operations Management, University of Padova, Italy

View a Sample Chapter PDF:

Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students, contact your Pearson Higher Education representative for pricing and ordering information.

Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students contact your Pearson Higher Education representative.