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New Service Development
This text addresses the issues of how to develop new service products - where the concept of service has moved from transaction to experience. The authors draw upon the expertise of internationally recognised authors.
Service Operations Management
Service Operations Management is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery."Johnston and Clark is an outstanding text and should remain at the forefront of service management texts for the foreseeable future. It has attracted excellent student feedback." Geoffrey Plumb, Senior Lecturer, Staffordshire University"Finally, a book that encompasses and illustrates all the phases of service processes, giving the right emphasis to each rather than focusing exclusively on the marketing aspects of the service context."Andrea Vinelli, Professor of Operations Management, University of Padova, Italy
Surviving the Future
Every academic library strives to make improvements - in its services, its effectiveness, and its contributions to overall university success. Every librarian wants to improve library quality, but few are knowledgeable or enthusiastic about the means and mechanisms of quality improvement. This book assists librarians to make sense of data collection, assessment, and comparative evaluation as stepping stones to transformative quality improvement. Creating value lies in a library's ability to understand, communicate and measure what matters to users, and what can be measured can be managed to successful outcomes. - Complex and fragmented subject matter is synthesized into clear and logical presentation - Focuses on current research and best practices - International in scope
Operations Strategy
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Winning In Service Markets: Success Through People, Technology And Strategy
Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
Services Marketing: People, Technology, Strategy (Eighth Edition)
Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Operations and Process Management
Approaching the subject from a truly managerial perspective, this brand new text provides clear and concise coverage, whilst the fully updated accompanying CD provides an opportunity to practice and further explore the concepts and techniques introduced.-- Publisher description.
Operations Management
A long-time market leader in this discipline, Slack has set the standards in Operations Management which other textbooks seek to emulate. Expert authorship, an engaging writing style, and an interesting collection of cases combine to communicate the importance of managing operations and processes within a successful organisation. Operations Management provides a strategic perspective, whilst also examining the practical issues which organisations face on a day to day basis. It uses over 120 examples from all over the world, reflecting the balance of economic activity between service (c.75%) and manufacturing (c.25%) operations.
Service And Operations Management
The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.An Instructor's Solutions Manual is available upon request for all instructors who adopt this book as a course text. Please send your request to sales@wspc.com.
The Evaluation and Measurement of Library Services
This guide provides library directors, managers, and administrators in all types of libraries with complete and up-to-date instructions on how to evaluate library services in order to improve them. It's a fact: today's libraries must evaluate their services in order to find ways to better serve patrons and prove their value to their communities. In this greatly updated and expanded edition of Matthews' seminal text, you'll discover a breadth of tools that can be used to evaluate any library service, including newer tools designed to measure customer and patron outcomes. The book offers practical advice backed by solid research on virtually every aspect of evaluation, including quantitative a...
