000			01419 a2200157 4500
020			_a9780273740483
082			_a658 _bJOH
100			_aJohnston, Robert and others
245			_aService operations management : _bimproving service delivery
250			_aEd.4
260			_aNew Delhi _bPearson Education Ltd. _c2012
300			_axviii,462p.
505			_aCONTENT 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
890			_aIndia
942			_2ddc
999			_c40876 _d40876