Service Operations Management, Second Edition

Building on the foundations of the first edition, this comprehensive textbook remains a vital tool for postgraduate students seeking to understand the principles of service operations management, and for undergraduate students specializing in hospitality, tourism and public sector management.

With services accounting for 70 percent of employment and growth in our economy, this textbook explains what is needed to ensure the most efficient and effective service operations are delivered. Covering not-for-profit agencies, charities, Non-Governmental Organizations (NGOs) and utilities alongside finance, healthcare and commercial companies, this guide explores the essentials of service operations management with its innovative approach to delivering customers’ imperatives in services.

Written in a clear and accessible manner this updated second edition:

• takes an increased international perspective on service operations

• is updated to reflect the most significant changes in service operations management, and to provide enhanced coverage of areas touched on in the first edition

• includes new and updated international case studies in each chapter, reflecting the increased globalization of service operations, with internationalizing updates to include content suitable for a global audience

• covers mobile technology and presents the author’s own research embracing big data analytics and neurolinguistics in building customer service systems

• expands coverage of process-reengineering and service flows, business process assessments, and developing economies.