Read Service Operations Management: The Total Experience

Service Operations Management: The Total Experience

David W. Parker

4.9/5 (27425 ratings)

Description:This comprehensive textbook will become required reading for postgraduate students seeking to understand the principles of service operations management and for undergraduate students specializing in hospitality, tourism or the public sector. It will also serve as a handbook for operations managers in service organizations as they seek to develop and implement improved operations strategies. Focusing on service delivery design, capacity, recovery, performance measurement and service strategy, the challenge of delivering exceptional service quality is addressed through a comparison of customers' perceptions and expectations. A new approach to quality in services describes the tools and methods for continuous service improvement. This accessible and engaging textbook is the ideal foundation for a course in service operations management. Each - represents a lecture and specific topic - with specified learning objectives and outcomes- develops using a 'chunking and scaffold' pedagogical technique - sub-sections in the chapter develop the chapter's theme- includes examples of organizations and small case-vignettes suitable for class/group discussion and larger cases of international organizations for set-work activity- draws upon contemporary research with clear citations to show the source - each chapter has a bibliography and reference list- includes a series of questions that can be asked of the audience/students - either to promote discussion or to be set as an assignment.We have made it easy for you to find a PDF Ebooks without any digging. And by having access to our ebooks online or by storing it on your computer, you have convenient answers with Service Operations Management: The Total Experience. To get started finding Service Operations Management: The Total Experience, you are right to find our website which has a comprehensive collection of manuals listed.
Our library is the biggest of these that have literally hundreds of thousands of different products represented.

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ISBN: 1781006229

Description: This comprehensive textbook will become required reading for postgraduate students seeking to understand the principles of service operations management and for undergraduate students specializing in hospitality, tourism or the public sector. It will also serve as a handbook for operations managers in service organizations as they seek to develop and implement improved operations strategies. Focusing on service delivery design, capacity, recovery, performance measurement and service strategy, the challenge of delivering exceptional service quality is addressed through a comparison of customers' perceptions and expectations. A new approach to quality in services describes the tools and methods for continuous service improvement. This accessible and engaging textbook is the ideal foundation for a course in service operations management. Each - represents a lecture and specific topic - with specified learning objectives and outcomes- develops using a 'chunking and scaffold' pedagogical technique - sub-sections in the chapter develop the chapter's theme- includes examples of organizations and small case-vignettes suitable for class/group discussion and larger cases of international organizations for set-work activity- draws upon contemporary research with clear citations to show the source - each chapter has a bibliography and reference list- includes a series of questions that can be asked of the audience/students - either to promote discussion or to be set as an assignment.We have made it easy for you to find a PDF Ebooks without any digging. And by having access to our ebooks online or by storing it on your computer, you have convenient answers with Service Operations Management: The Total Experience. To get started finding Service Operations Management: The Total Experience, you are right to find our website which has a comprehensive collection of manuals listed.
Our library is the biggest of these that have literally hundreds of thousands of different products represented.

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Service Operations Management: The Total Experience

Service Operations Management: The Total Experience

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