Service Operations Management

Improving Service Delivery

By: Robert Johnston, Michael Shulver, Nigel Slack, Graham Clark

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eText | 18 December 2020 | Edition Number 5

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Analyse and address organisational challenges using real world examples

Service Operations Management, 5th Edition, by Robert Johnston et al. is a market-leading text on service operations management and provides a clear understanding of how service performance can be improved in organisations. This textbook applies underlying theories to the real world challenges faced by service operations managers on a daily basis, by providing a diverse range of examples and illustrations. Each chapter provides a range of tools, frameworks and techniques designed to help your students better analyse existing operations and understand ways to deal with operational challenges.

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