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Service Operations Management: The Total Experience,Used
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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 chapter:represents a lecture and specific topic with specified learning objectives and outcomesdevelops using a 'chunking and scaffold' pedagogical technique subsections in the chapter develop the chapter's themeincludes examples of organizations and small casevignettes suitable for class/group discussion and larger cases of international organizations for setwork activitydraws upon contemporary research with clear citations to show the source each chapter has a bibliography and reference listincludes a series of questions that can be asked of the audience/students either to promote discussion or to be set as an assignmentSee the companion website http://goo.gl/15MwF for an Instructor Resource Guide and PowerPoint slides, with tips for activities and as a general guide to explore issues raised in the book.
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