or
Sign in to turn on 1-Click ordering.
or
Amazon Prime free trial required. Sign up when you check out. Learn more
More Buying Choices
Have one to sell? Sell yours here
or
Get a £10.80 Amazon.co.uk Gift Card
Service Operations Management: Improving Service Delivery
 
 
Share your own customer images
Search inside this book
Tell the Publisher!
I’d like to read this book on Kindle

Don't have a Kindle? Get your Kindle here, or download a FREE Kindle Reading App.

Service Operations Management: Improving Service Delivery [Paperback]

Prof Robert Johnston (Author), Graham Clark (Author)
5.0 out of 5 stars  See all reviews (2 customer reviews)
RRP: £49.99
Price: £45.44 & this item Delivered FREE in the UK with Super Saver Delivery. See details and conditions
You Save: £4.55 (9%)
o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o
In stock.
Dispatched from and sold by Amazon.co.uk. Gift-wrap available.
Only 10 left in stock--order soon.
Want guaranteed delivery by Wednesday, June 6? Choose Express delivery at checkout. See Details

Formats

 Amazon Price New from Used from
Paperback £45.44   -- --
Trade In this Item for up to £10.80
Get an extra £5 when you trade in books worth £10 or more until June 30, 2012. Trade in Service Operations Management: Improving Service Delivery for an Amazon.co.uk gift card of up to £10.80, which you can then spend on millions of items across the site. Trade-in values may vary (terms apply). Find more products eligible for trade-in.
There is a newer edition of this item:
Service Operations Management: Improving Service Delivery Service Operations Management: Improving Service Delivery
£47.49
In stock.

Frequently Bought Together

Service Operations Management: Improving Service Delivery + Entrepreneurship and Small Firms + Contemporary Strategic Marketing 2e
Price For All Three: £119.72

Show availability and delivery details

Buy the selected items together

Product details

  • Paperback: 552 pages
  • Publisher: Financial Times/ Prentice Hall; 3 edition (22 May 2008)
  • Language English
  • ISBN-10: 1405847328
  • ISBN-13: 978-1405847322
  • Product Dimensions: 23.9 x 18.8 x 3.3 cm
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
  • Amazon Bestsellers Rank: 168,173 in Books (See Top 100 in Books)

    •  Would you like to update product info or give feedback on images?

  • See Complete Table of Contents

More About the Author

Robert Johnston
Discover books, learn about writers, and more.

› Visit Amazon's Robert Johnston Page

Product Description

Product Description

  • 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.

     

    • From the Author

    This book has been used by senior managers within a wide range of service organisations to inform and structure their development and implementation of service strategies. It is written with senior managers in mind, but is very relevant to those on postgraduate management programmes as well as undergraduate core service operations management modules. The illustrations and case studies reflect the suthors' extensive experience in teaching, consultancy and research.

    Graham Clark

    See all Product Description
    Inside This Book (Learn More)
    Browse Sample Pages
    Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
    Search inside this book:

    Suggested Tags from Similar Products

     (What's this?)
    Be the first one to add a relevant tag (keyword that's strongly related to this product)
     
    (5)
    (5)
    (5)
    (2)
    (2)
    (2)
    (2)
    (2)
    (2)
    (1)

    Your tags: Add your first tag
     
    See most popular tags

    Sell a Digital Version of This Book in the Kindle Store

    If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store. Learn more

    What Other Items Do Customers Buy After Viewing This Item?

    › Explore similar items

    Customer Reviews

    4 star
    0
    3 star
    0
    2 star
    0
    1 star
    0
    Most Helpful Customer Reviews
    2 of 2 people found the following review helpful
    Useful read 3 April 2011
    By Mich
    Format:Paperback
    excellent book for uni project but also makes sense for the real world unlike many others i have had to read which is a bonus as also run my own business alongside doing the degree. excellent speedy service.
    Comment | 
    Was this review helpful to you?
    8 of 37 people found the following review helpful
    Bought it for my wife! 23 July 2004
    By Omar
    Format:Paperback
    My wife a university student wanted this book, I bought it and offered it to her, all I can say she kissed and huged me for weeks and kept saying thank you, usually she say thank you once or twice.
    A proof on how useful she found it in her studies ;)
    Comment | 
    Was this review helpful to you?
    Most Helpful Customer Reviews on Amazon.com (beta)
    Amazon.com:  2 reviews
    6 of 9 people found the following review helpful
    Great text for teaching service operations management 12 May 2005
    By ZHANG Hongtao - Published on Amazon.com
    Format:Paperback
    Johnston and Clark is the textbook of choice for teaching service operations management. Its coverage is balanced and its style induces active class discussion. The end-of-chapter cases are short and inviting while losing nothing essential.
    0 of 6 people found the following review helpful
    Great Seller 2 Sep 2010
    By Monique Doughty - Published on Amazon.com
    Format:Paperback|Amazon Verified Purchase
    The 2nd time that I've purchased from this seller and they are AMAZING. The book was shipped fast; I recieved it way before I was suppose to. Item was in great condition as described and I do plan on purchasing from this seller in the future =D
    Search Customer Reviews
    Only search this product's reviews

    Customer Discussions

    This product's forum
    Discussion Replies Latest Post
    No discussions yet

    Ask questions, Share opinions, Gain insight
    Start a new discussion
    Topic:
    First post:
    Prompts for sign-in
     

    Search Customer Discussions
    Search all Amazon discussions
       

    Listmania!

    Create a Listmania! list

    Look for similar items by category

    Look for similar items by subject



















    i.e., each product must be in subject 1 AND subject 2 AND ...

    Feedback


    Amazon.co.uk Privacy Statement Amazon.co.uk Delivery Information Amazon.co.uk Returns & Exchanges