CONTENT
Part 1 Introduction 3
Chapter 1 Introducing service operations management 4
Chapter 2 Understanding the challenges for operations managers 21
Part 2 Frame 45
Chapter 3 Developing and using the service concept 46
Part 3 Connect 67
Chapter 4 Understanding customers and relationships 68
Chapter 5 Managing customer expactations and perceptions 101
Chapter 6 Managing supply networks and supplier relationships 131
Part 4 Deliver 161
Chapter 7 Designing the customer experience 162
Chapter 8 Designing the service process 193
Chapter 9 Measuring, Controlling and managing 226
Chapter 10 Managing people 249
Chapter 11 Managing service resources 283
Part 5 Improve 319
Chapter 13 Learning from problems 344
Chapter 14 learning from other operations 368
Part 6 Implement 387
Chapter 15 Creating and Implementing the strategy 388
Chapter 16 Understanding and influencing culture 408
Chapter 17 Building a world-class service organization 434