Service Operations Management

This major new text offers a comprehensive and balanced introduction to Service Operations Management, building on fundamental operations management principles. It explores the decisions managers face in resource management and service delivery, emphasizing the critical issue of service delivery while acknowledging the influence of other management functions. Designed for both undergraduates and practicing managers, it requires only a basic understanding of operations management theory, making it accessible and practical. Key features include a valuable operations management perspective on a growing, often overlooked area, with international examples from diverse organizations such as public sector, voluntary services, mass transport, professional services, retail, internet services, and tourism. The book combines practical approaches with solid theoretical foundations, structured around five key tasks to facilitate learning. Each chapter includes definitions of key terms, identifies significant operations management issues, and presents questions, frameworks, and techniques for performance improvement. Additional pedagogical elements such as real-world illustrations, chapter summaries, case exercises, and further reading questions enhance the learning experience. An Instructors' Manual is also provided, making it an invaluable resource for students and managers tackling operational challenges in service management.