Service Operations Management : The Total Experience

Includes index

Introduction to service operations management -- Developing a service operations strategy -- Service process improvement -- Leadership and teams in service operations management -- Service supply and logistics networks -- Innovation and services development -- Service operations performance quality -- Sustainable service operations -- Service operations performance -- Not-for-profit and public service operations management -- Pursuit of simplicity in service operations -- Electronic-service operations management -- Index.

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.