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.

• PrefaceNew features for this editionCase examples and exercisesAbout the authorsPART I: FRAMING SERVICE OPERATIONS Introduction to service operationsThe world of serviceService strategyThe service conceptPART II: SERVICE PEOPLE Customer relationshipsService qualityDesigning customer experiencePeople in the service operationService culturePART III: DELIVERING SERVICE Service supply networksDesigning the service processManaging service performanceService resources and capacityPART IV: IMPROVING SERVICE OPERATIONS Service innovationService improvementLearning from problemsLearning from other operations IndexPublisher acknowledgements