The Management of Service Operations
N. WrightContinuum Publishing GroupSpring 2000ISBN:0304705284£18.99
Mixes theory and clearly marked examples, with feedback questions that ask the reader to think about his or her own organization in the light of the concepts developed. Provides case studies on a CD-ROM. Argues that service operations must satisfy customer service objectives while not conflicting with the objectives of the stakeholders. Examines how this influences the way the service activities are organized in structural and operational terms. Looks at performance, quality and change management specifically in the context of service operations. Argues that adding value through quality of service is often a matter that depends on organizational culture and individual attitudes; that it is people who ensure the success of service operation by "making a difference".
