Table of contents for Service operations management : improving service delivery / Robert Johnston and Graham Clark.

Bibliographic record and links to related information available from the Library of Congress catalog.

Note: Contents data are machine generated based on pre-publication provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.


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Contents
Preface	xi
Acknowledgements	xiv
Publisher's acknowledgements	xv
About the authors	xvii
1	Introduction to service operations management	3
1.1	Introduction	3
1.2	What is service operations management?	4
1.3	Challenges facing service operations managers	11
1.4	Different types of service	17
1.5	Different types of service process	23
1.6	Judging the success of a service operation 	26
1.7	Structure of the book	31
1.8	Summary	33
1.9	Discussion questions	35
1.10	Questions for managers	35
	Case exercise: Sky Airways	35
	Selected further reading	37
	Useful web links	37
	Notes	38
2	The service concept	39
2.1	Introduction	39
2.2	The service concept	40
2.3	The service concept defined	42
2.4	The service concept as a strategic tool	50
2.5	Focused and unfocused service operations	57
2.6	Summary	65
2.7	Discussion questions	66
2.8	Questions for managers 	66
	Case exercise: Build-It home improvement stores, Sweden	67
	Selected further reading	68
	Useful web links	68
	Notes	69
####Contents
3	Customer and supplier relationships	73
3.1	Introduction	73
3.2	Customers and customer segmentation	74
3.3	Customer retention	83
3.4	Managing customer relationships	85
3.5	Managing business relationships	93
3.6	Summary	100
3.7	Discussion questions	102
3.8	Questions for managers	102
	Case exercise: The National Brewery	102
	Selected further reading	105
	Useful web links	105
	Notes	105
4	Customer expectations and satisfaction	107
4.1	Introduction	107
4.2	Customer expectations	113
4.3	Defining expectations / service quality factors	118
4.4	Finding expectations and assessing satisfaction 	123
4.5	Managing perceptions	129
4.6	Excellent service	136
4.7	Summary	138
4.8	Discussion questions	139
4.9 	Questions for managers	139
	Case exercise: The North County Breast Screening Unit	140
	Selected further reading	145
	Useful web links	145
	Notes	145
	
5	Managing supply relationships	147
5.1	Introduction	147
5.2	Types of supply network	148
5.3	Managing supply chains	154
5.4	Summary	172
5.5	Discussion questions	173
5.6	Questions for managers	173
	Case exercise: The Regional Forensic Science Laboratory	174
	Selected further reading	176
	Useful web links	176
	Notes	177
########Contents
6	Service processes	181
6.1	Introduction 	181
6.2	Service processes and their importance	182
6.3	Understanding the nature of service processes	194
6.4	'Engineering' service processes and the customer experience	208
6.5	Controlling service processes	218
6.6	Repositioning service processes	221
6.7	Summary	230
6.8	Discussion questions	231
6.9	Questions for managers	231
	Case exercise: Computer Services Limited	232
	Selected further reading	233
	Useful web links	234
	Notes	234
7	Service people	236
7.1	Introduction	236
7.2	Understanding the pressure on service providers	237
7.3	Managing and motivating service providers	243
7.4	Managing customers	266
7.5	Summary	268
7.6	Discussion questions	269
7.7	Questions for managers	269
	Case exercise: The Empress Hotel Group	270
	Selected further reading	271
	Useful web links	272
	Notes	272
8	Resource utilisation 	274
8.1	Introduction	274
8.2	Capacity management	275
8.3	Operations planning and control	285
8.4	Managing bottlenecks and queues	289
8.5	Managing the coping zone	295
8.6	Improving resource utilisation	300
8.7	Summary	305
8.8	Discussion questions	306
8.9	Questions for managers	306
	Case exercise: Medi-Call Personal Alarm Systems Ltd	307
	Selected further reading	309
	Useful web links	309
	Notes	310
####Contents
9	Networks, technology and information	311
9.1	Introduction	311
9.2	How networks, technology and information are #transforming service	312
9.3	Managing physical and virtual networks	317
9.4	Managing technology and information flows	330
9.5	Integrating networks, technology and information	344
9.6	Implementing new technology and managing innovation	346
9.7	Summary	350
9.8	Discussion questions	351
9.9	Questions for managers	351
	Case exercise: The North Island Hospital	351
	Selected further reading	352
	Useful web links	353
	Notes	353
10	Performance measurement and management	357
10.1	Introduction	357
10.2	Performance measurement, reporting and management	358
10.3	Performance measurement	359
10.4	Performance reporting	364
10.5	Performance management	366
10.6	Summary	379
10.7	Discussion questions	381
10.8	Questions for managers	381
	Case exercise: The Squire Hotel Group	381
	Selected further reading	386
	Useful web links	386
	Notes	386
11	Linking operations decisions to business 
	performance	388
11.1	Introduction	388
11.2	Relationship between operational decisions and 
	business performance	389
11.3	The service performance network	391
11.4	Key stages in developing a network	393
11.5	World-class service	400
11.6	Awards for excellence	408
11.7	Summary	409
11.8	Discussion questions	411
1.9	Questions for managers	411
	Case exercise: Superstore Plc	411
####Contents
	Selected further reading	415
	Useful web links	416
	Notes	416
12	Driving operational improvement 	418
12.1	Introduction	418
12.2	Approaches to operational improvement	419
12.3	Service recovery	434
12.4	Service guarantee	445
12.5	Summary	452
12.6	Discussion questions	453
12.7	Questions for managers	453
	Case exercise: Gold Card Protection Service	453
	Selected further reading	456
	Useful web links	456
	Notes	457
13	Service strategy	461
13.1	Introduction	461
13.2	Service strategy	462
13.3	Service as competitive advantage	464
13.4	Turning performance objectives in to operations priorities	468
13.5	Strategy formulation and development	472
13.6	Sustaining a strategy	477
13.7	Summary	478
13.8	Discussion questions	479
13.9	Questions for managers	479
	Case exercise: Smith and Jones, solicitors	479
	Selected further reading	481
	Useful web links	482
	Notes	482
14	Service culture	483
14.1	Introduction	483
14.2	Understanding organisational culture	485
14.3	Identifying types of culture	498
14.4	The influence of national cultures	501
14.5	The management of change and service delivery	502
14.6	Summary	507
14.7	Discussion questions	508
14.8	Questions for managers	508
	Case exercise: Security Alarm Systems Ltd	509
	Selected further reading	511
####Contents
	Useful web links	512
	Notes	512
15	Operational complexity	514
15.1	Introduction	514
15.2	What is complexity?	515
15.3	Operational consequences of complexity	519
15.4	Summary	522
15.5	Discussion questions	522
15.6	Questions for managers	522
	Selected further reading	522
	Useful web links	523
	Notes	523
Index	00

Library of Congress Subject Headings for this publication:

Service industries -- Management.