Service Operations Management: A Strategic Perspective Paperback – January 1, 2019

In today’s fast-paced and customer-driven business environment, service operations management plays a crucial role in ensuring the success of organizations. Service Operations Management: A Strategic Perspective by John McManus, with contributions from Mats Winroth and Jannis Angelis, provides a comprehensive and strategic approach to managing service operations efficiently. This book is an essential resource for business leaders, operations managers, and service professionals seeking to improve service quality, streamline processes, and enhance customer satisfaction.

The Importance of Service Operations Management

Service operations differ from manufacturing due to intangible outputs, customer interaction, and variability. Companies in hospitality, healthcare, finance, IT, retail, and other service industries must adopt strategic approaches to manage operations effectively. This book explores the principles, frameworks, and methodologies necessary to optimize service delivery while maintaining a competitive edge in the market.

Key Features of the Book

1. Strategic Approach to Service Operations

The book provides a strategic framework for understanding and managing service operations in different industries. It delves into service design, capacity planning, and demand forecasting, ensuring that businesses can meet customer expectations effectively.

2. Improving Customer Experience & Satisfaction

One of the core themes of this book is enhancing customer experience. Readers will learn how to align service operations with customer needs, reduce waiting times, and implement service recovery strategies to maintain strong customer relationships.

3. Process Optimization & Lean Service Principles

Drawing from Lean and Six Sigma methodologies, this book explains how organizations can eliminate waste, improve service flow, and increase efficiency. It highlights process mapping, bottleneck analysis, and automation as key tools to enhance service performance.

4. Service Quality & Performance Measurement

The book introduces models like SERVQUAL and KPIs to measure and manage service quality. It provides insights into monitoring service performance, ensuring businesses can identify gaps and make continuous improvements.

5. Technology & Innovation in Service Management

With digital transformation reshaping service industries, this book covers the impact of AI, automation, and data analytics on service operations. Topics include self-service technologies, chatbots, predictive analytics, and cloud-based solutions that improve operational efficiency.

6. Case Studies & Real-World Applications

Through practical case studies, the book illustrates successful service operations strategies in leading organizations. Readers will find examples from healthcare, hospitality, banking, and logistics, demonstrating best practices in service management.

Who Should Read This Book?

• Business Leaders & Executives: Develop strategies to enhance service efficiency and customer satisfaction.
• Operations & Service Managers: Gain insights into optimizing workflows and performance metrics.
• Entrepreneurs & Small Business Owners: Learn how to build customer-centric service models.
• Students & Academics: An essential textbook for business, operations management, and service industry studies.

Why This Book Stands Out

Unlike generic operations management books, Service Operations Management: A Strategic Perspective focuses specifically on service industries, offering practical insights and strategic frameworks tailored for service-oriented businesses. It combines theoretical foundations with real-world applications, making it highly valuable for professionals and students alike.

Final Thoughts

As businesses continue to prioritize customer experience, efficiency, and innovation, the need for effective service operations management has never been greater. Service Operations Management: A Strategic Perspective equips readers with the knowledge, tools, and strategies to excel in the service industry. Whether you’re managing a large enterprise, a small business, or studying business management, this book provides actionable insights that can help you drive service excellence and business success.

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