Service Operations Management, 6th edition

Address real-world organisational challenges by applying the principles of Service Operations Management

Service Operations Management is a leading text in its field which provides an understanding of how to improve service performance. It has a practical focus on the real-world issues faced daily by service operations managers. With examples and case studies from a wide range of international businesses, from Metro Bank to Médecins Sans Frontières from Costa coffee to the Swiss Hotel sector, this book helps you better analyse operations and understand ways to deal with operational challenges.

This book is ideal for students and as a handbook for operations managers in service organisations.