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Managing Service Operations
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Managing Service Operations
Design and Implementation



© 2006 | 312 pages | SAGE Publications Ltd
A companion website is available for this text

`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field' - Naomi Gornick, Honorary Professor, University of Dundee

Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory.

Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include:

- Chapter objectives;

- Short cases;

- Student exercises;

- Chapter summaries;

- Further reading section;

- A glossary of key terms.

 
SECTION ONE: SERVICES, STRATEGY AND PEOPLE
 
Introduction to Services Management
 
Service Operations Strategy
 
People, Leadership and Management
 
SECTION TWO: DEVELOPING NEW SERVICES
 
The Product and Service Design Process
 
Customer Identification
 
Design Specifications
Controlling the Process  
 
Learning from Product and Service Failures
 
SECTION THREE: MANAGEMENT OF SERVICE OPERATIONS
 
Service Quality Management
 
Global Supply Chain Management
 
Services Location and Distribution
 
Managing Capacity and Variations in Demand
 
Evaluation and Performance Measurement and Service Improvement
 
Thinking about Managing for `the Future'
 
SECTION FOUR: CASE STUDY
 
`Trenbrover Football Club'

clear structure, interesting case studies

Mrs Joanna Zofia Winska
Wydział Nauk ekonomicznych i zarządzania, Uniwersytet Mikołaja Kopernika
September 7, 2015

A well-developed book for bachelor students as well as practitioners in service firms who are seeking a comprehensive guide about services.

Nearly every aspect of services is discussed, sometimes to the detriment of profoundness.

The book is well-suited for more general lectures about services but falls short for some specific aspects (such as business models or strategy).

Dr Christian Lehmann
Betriebswirtschafts. U Organisation, University of Bayreuth
April 16, 2015

As I have used an older version of this book before, I am quite satisfied with the structure and the content. It is easy to read and understand. It would be great to have some lecture slides available online (particularly the diagrams) and some self tests. Thank you!

Ms Reka Mizsei
Schl of Tourism,Hospitality & Leisure, University of West London
December 2, 2013

Limited scope

Ms Sarah Schiffling
School of Management & Languages, Heriot-Watt University
November 27, 2013

Sample Materials & Chapters

Chapter One

Chapter Two

Chapter Three


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Paperback
ISBN: 9781412929530
£36.99

Hardcover
ISBN: 9781412929523
£110.00

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