Service operations management : improving service delivery

"This text is about how to manage and improve the operations in service organisations. The service sector is the largest part of most economies and is growing. Furthermore, service is an idea that is not confined to the service sector; it has important implications for all types of organisations. Service operations management is also very challenging. We have captured many of the challenges that operations managers face every day, and the text is structured around how to deal with those challenges"-- Provided by publisher