Service Operations Management (Paperback, 3 Rev ed)

1. Introduction to service operations management
2. The service concept
3. Customer and supplier?relationships
4. Customer expectations and satisfaction
5. Managing supply relationships
6. Service processes
7. Service people
8. Resource utilisation
9. Networks, technology and information
10. Performance measurement and management
11. Linking operations decisions to business performance
12. Driving operational improvement
13. Service strategy
14. Service culture
15. Operational complexity