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Service Operations Management 5e 9781292064468

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Author:Robert Johnston / Michael Shulver / Nigel Slack / Graham Clark  
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.