Managing Service Operations
Design and Implementation
- Bill Hollins - University of Westminster
- Sadie Shinkins - University of Westminster
Operations Management (General)
`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.
clear structure, interesting case studies
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).
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!