TY  - GEN
AU  - Parker, David W.
TI  - Service operations management : : the total experience
SN  - 9781781006221
U1  - 658 
PY  - 2012///
CY  - Cheltenham
PB  - Edward Elgar Pub. Ltd.
N1  - Contents
Acknowledgements        xvi 
List of abbreviations         xvii
1Introduction to service operations management         1
2Developing a service operations strategy        42
3Service process improvement        94
4Leadership and teams in service operations management         138
5Service supply and logistics networks         192
6Innovation and services development        227
7Service operations performance quality         262
8Sustainable service operations         320
9Service operations performance        362
10Not-for-profit and public service operations management         403
11Pursuit of simplicity in service operations        448
12Electronic-service operations management        491
Index 535


ER  -