Service operations management : (Record no. 40876)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01419 a2200157 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780273740483 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658 |
| Item number | JOH |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Johnston, Robert and others |
| 245 ## - TITLE STATEMENT | |
| Title | Service operations management : |
| Remainder of title | improving service delivery |
| 250 ## - EDITION STATEMENT | |
| Edition statement | Ed.4 |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | New Delhi |
| Name of publisher, distributor, etc | Pearson Education Ltd. |
| Date of publication, distribution, etc | 2012 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xviii,462p. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | CONTENT<br/>Part 1 Introduction 3<br/>Chapter 1 Introducing service operations management 4<br/>Chapter 2 Understanding the challenges for operations managers 21<br/>Part 2 Frame 45<br/>Chapter 3 Developing and using the service concept 46<br/>Part 3 Connect 67<br/>Chapter 4 Understanding customers and relationships 68<br/>Chapter 5 Managing customer expactations and perceptions 101<br/>Chapter 6 Managing supply networks and supplier relationships 131<br/>Part 4 Deliver 161<br/>Chapter 7 Designing the customer experience 162<br/>Chapter 8 Designing the service process 193<br/>Chapter 9 Measuring, Controlling and managing 226<br/>Chapter 10 Managing people 249<br/>Chapter 11 Managing service resources 283<br/>Part 5 Improve 319<br/>Chapter 13 Learning from problems 344<br/>Chapter 14 learning from other operations 368<br/>Part 6 Implement 387<br/>Chapter 15 Creating and Implementing the strategy 388<br/>Chapter 16 Understanding and influencing culture 408<br/>Chapter 17 Building a world-class service organization 434<br/><br/> |
| 890 ## - Country | |
| Country | India |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Withdrawn status | Home library | Current library | Date acquired | Source of acquisition | Cost, normal purchase price | Total Checkouts | Total Renewals | Full call number | Barcode | Date last seen | Date last borrowed | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Faculty of Management | CEPT Library | CEPT Library | 09/12/2014 | 5 | 4119.17 | 9 | 2 | 658 JOH | 013505 | 27/08/2019 | 31/07/2019 | 5148.97 | 09/12/2014 | Book |