Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Readers are introduced to the main differences between managing services to managing products and given a concise induction into the core principles of operations management. The text then maps out each consecutive stage in the life of a service, from the initial business proposal for a new service, through market research practices, to the development and implementation of a service and concludes with the termination and disposal of a service.
Services, Strategy and People
Introduction to Services Management: The Customer-Led Organization
This explains why this book is needed, showing various types of services and how services have grown. The operations manager's role and the role of operations management itself is then described. Considering the customer-led organization, customer care versus customer service is considered and this includes relationship marketing, customer satisfaction and improvement. There is also coverage of buyer behaviour as well as of the impact on selling and delivering products and services.
Service Operations Strategy
This chapter will include the strategic role and objectives of operations, customer satisfaction versus resource utilization, and adding value. It will include an analysis and evaluation of operations strategies and frameworks for effective management of the operations process. In this ...