Service Management and Operations
- ISBN-10
- 0130813389
- ISBN-13
- 9780130813381
- Pages
- 584
- Language
- English
- Published
- 2000
- Publisher
- Prentice Hall
- Author
- Cengiz Haksever
Description
This text takes a multidisciplinary perspective. Drawing upon research from economics, consumer behavior, marketing, strategy and operations management, it offers coverage of the topics relevant to service management and operations. The text first introduces the major concepts of service, then how to build the service system to create customer value, followed by operational issues and some of the tools for managing a service operation. For undergraduate and graduate courses in Service Management or Service Operations Management. *Multidisciplinary approach to service management. *Completely revised table of contents - Includes five new chapters and four chapters are extensively revised. *Chapter on CUSTOMERS as purchasers of services and how to satisfy their needs. *Chapter on international coverage and the globalization of services. *Chapter on Service Strategy and Competitiveness - Discusses concepts of and the link between the service strategy, service design, service delivery and the service encounter. *Chapter on service productivity and measurement of performance *Comprehensive study of the process of designing services and their delivery system. *Flexible coverage of quantit
