Managing Service Operations

Managing Service Operations

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`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field' - Naomi Gornick, Honorary Professor, University of Dundee 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. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.This also has the affect that service quality, which tends to be mainly qualitative ( and therefore difficult to measure), can be made ... The more enveloping the blueprint of the customer journey, the longer it will take to do but the wider will be theanbsp;...

Title:Managing Service Operations
Author:Bill Hollins, Sadie Shinkins
Publisher:SAGE - 2006-09-18


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