Service Operations Management

Robert Johnston was Professor of Operations Management at Warwick Business School. He had a management degree from the University of Aston and a Ph.D. from the University of Warwick. Before moving to academia Bob held several line management and senior management posts in a number of service organisations in both the public and private sectors. Michael Shulver is a Senior Lecturer in the Information, Decision and Operations Division at Bath School of Management. Michael has MBA and Ph.D. degrees from the University of Warwick. Before his time in academia Michael was an aircraft engineer and he has also worked as a consultant in performance management. Nigel Slack is Emeritus Professor of Operations Management and Strategy at Warwick Business School, an Honorary Professor at Bath University and 'Honorary Fellow of the European Operations Management Association'. He is an educator, consultant and writer with wide experience in many sectors. Graham Clark is Senior Lecturer in Operations Management at Cranfield School of Management and Director of the Executive MBA Programme. He has a degree in mechanical engineering from Leeds University and a master’s degree in management from Imperial College, London University. He is a non-executive director of the Institute of Customer Service and a member of the leadership team of the UK chapter of the Association for Service Management.

Preface
New features for this edition
Case examples and exercises
About the authors

PART I: FRAMING SERVICE OPERATIONS

Introduction to service operations
The world of service
Service strategy
The service concept

PART II: SERVICE PEOPLE

Customer relationships
Service quality
Designing customer experience
People in the service operation
Service culture

PART III: DELIVERING SERVICE

Service supply networks
Designing the service process
Managing service performance
Service resources and capacity

PART IV: IMPROVING SERVICE OPERATIONS

Service innovation
Service improvement
Learning from problems
Learning from other operations



Index
Publisher acknowledgements