Graham Clark & Robert Johnston 
Service Operations Management 
Improving Service Delivery

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. The full text downloaded to your computer With e Books you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends e Books are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the i Pad and Android apps. Upon purchase, you’ll gain instant access to this e Book. Time limit The e Books products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.