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Analyse and address organisational challenges using real world examples 

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 in organisations.  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. 

Pearson, the world’s learning company. 

Preface

New features for this edition

Case examples and exercises

About the authors

PART I: FRAMING SERVICE OPERATIONS 

1. Introduction to service operations 

2.The world of service 

3. Service strategy 

4. The service concept 

PART II: SERVICE PEOPLE 

5. Customer relationships 

6. Service quality 

7. Designing customer experience 

8. People in the service operation 

9. Service culture 

PART III: DELIVERING SERVICE 

10. Service supply networks 

11. Designing the service process 

12. Managing service performance 

13. Service resources and capacity 

PART IV:  IMPROVING SERVICE OPERATIONS 

14. Service innovation 

15. Service improvement 

16. Learning from problems 

17. Learning from other operations 

Index

Publisher acknowledgements