Service operations management the total experience David W. Parker, University of Queensland Business School, Australia.
Detalles de publicación: Cheltenham, UK Northhampton, MA Edward Elgar c2012.Descripción: xix, 557 pages illustrations 25 centimetersISBN:- 1781007861 (hbk)
- 9781781007860
- 1781006229 (pbk)
- 9781781006221
- 1781006237 (ebook)
- 9781781006238
- HD9980.5 .P37 2012
| Imagen de cubierta | Tipo de ítem | Biblioteca actual | Biblioteca de origen | Colección | Ubicación en estantería | Signatura topográfica | Materiales especificados | Info Vol | URL | Copia número | Estado | Notas | Fecha de vencimiento | Código de barras | Reserva de ítems | Prioridad de la cola de reserva de ejemplar | Reservas para cursos | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Libro | Biblioteca de Mayagüez Colección General mb | HD9980.5 .P37 2012 (Navegar estantería(Abre debajo)) | Disponible | 50000003237798 |
Descripciones mejoradas de Syndetics:
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 outcomes develops using a 'chunking and scaffold' pedagogical technique - sub-sections in the chapter develop the chapter's theme includes examples of organizations and small case-vignettes suitable for class/group discussion and larger cases of international organizations for set-work activity draws upon contemporary research with clear citations to show the source - each chapter has a bibliography and reference list includes 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.
Includes bibliographical references and index.
|a 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.