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.qJohnston 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.q Geoffrey Plumb, Senior Lecturer, Staffordshire UniversityqFinally, 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.qAndrea Vinelli, Professor of Operations Management, University of Padova, ItalySome of the key elements of the Customer Journey in the showroom include: ac The entry statement, which defines the Lexus heritage through a historical story board and the brand through emotive visual images. ac The customer is allowed to anbsp;...
|Title||:||Service Operations Management|
|Author||:||Robert Johnston, Graham Clark|
|Publisher||:||Pearson Education - 2008|