Service Management and Operations

Produktinfo

Features + Benefits

• NEW - Multidisciplinary approach to service management.

  • Explains to students the importance of and how to create value and customer satisfaction through service operations and a variety of business concepts. Ex.___

• NEW - Completely revised table of contents-Includes five new chapters and four chapters are extensively revised.

  • Provides a complete discussion of emerging topics in today's service organizations such as globalization of services, service design, public and not-for-profit service organizations. Ex.___

• NEW - Chapter on CUSTOMERS as purchasers of services and how to satisfy their needs.

  • Shows students how customers make decisions as well as providing background on the nature of consumption and demographic patterns. Ex.___

• NEW - Chapter on international coverage and the globalization of services.

  • Gives students an overview of an increasing area of interest along with advantages and disadvantages of "going international for services". Ex.___

• NEW - Chapter on Service Strategy and Competitiveness-Discusses concepts of and the link between the service strategy, service design, service delivery and the service encounter.

  • Explains value creation in service organizations as well as the impact of service strategy on the competitiveness of a service organization and its ability to create value for its customers. Ex.___

• NEW - Chapter on service productivity and measurement of performance.

  • Discusses in detail for students, what has become the most important issue facing managers today-service productivity. It also presents data envelopment analysis (DEA) as a powerful tool for measuring the efficiency of business units. Introduced with examples. Ex.___

• Comprehensive study of the process of designing services and their delivery system.

  • Provides students with guidelines and methods for developing a new service. Ex.___

• Flexible coverage of quantitative concepts.

  • Allows instructors to teach Part IV as the final section of the text, or to use this section as a tool box throughout the course whenever they want to cover a quantitative technique. Ex.___

• Cases and exercises-Each chapter in the first three parts of the text includes one long and one short case plus discussion questions at the end of each chapter. Problems are found at the end of the quantitative chapters.

  • Gives students the opportunity to apply the newly learned concepts and skills. Cases of varying lengths allow instructors to choose the best application based on the time they wish to allot to case studies. Ex.___