Examines the need for companies to have a clear service strategy to compete effectively. It also describes the need for the implications of such a strategy to be worked through in all areas of the business to ensure that those who are responsible for frontline service may perform satisfactorily.

Customer Service and Support: Implementing Effective Strategies

Clark, Graham

Armistead, Colin G.

Business & Money

Trans-Atlantic Pubns

For Service Operations Management courses within undergraduate business studies. This is the first modern European-originated book to apply operations management specifically to the service sector, providing tools, frameworks and techniques for operational analysis and improvement. Building on the basic principles of operations management, the book examines the operations decisions that managers face in managing their resources and in delivering services to their customers.Although the emphasis is on operations, the text also recognises the impact of other management functions on service delivery. Indeed, the key issue of service delivery is the prime focus of the book.

Service Operations Management

Johnston, Robert

Economics

Ft Pr

Smith and Keenan's Advanced Business Law is an established and successful textbook on law for non-specialists. In the 11th edition the commercial focus of the book has been improved to consolidate its position as a more-challenging business law text especially suitable for accounting and other finance students. The book has been updated with case law and statutory developments over the last 3 years. Pedagogic improvements have been made to the structure of the book by introducing Parts and vignettes. The Woolf reforms to civil litigation have been incorporated in the form of a section on "Woolfspeak" at the front of the book, changes to terminology throughout the book and a new chapter on commercial litigation at the back.

Smith & Keenan's Advanced Business Law

Management & Leadership

An invaluable guide for students and managers confronting operational issues in service management.

Service Operations Management: Improving Service Delivery

Pearson

This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers.

Shulver, Michael

Analyse and address organisational challenges using real world examples\nService 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 you better analyse existing operations and understand ways to deal with operational challenges.\nPearson, the world’s learning company.

Slack, Nigel

* Written specifically to better serve the needs of students on services-orientated operations management courses. * The first European-originated book. * Operations management is set within the wider business context, recognising the impact of other management functions and covering wider issues, such as organisational culture and design, people issues, and customer relationships. * Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality. * Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.

Customer service and support is an activity that has previously been undermanaged. In many cases, companies have regarded service as a necessary evil that absorbs costs, or they have left it to third-party providers. Companies are now realizing that effective customer service and support can win business and establish valuable customer relationships. Providing an outstanding level of customer service has become a major and necessary business challenge for the 1990s. Outstanding Customer Service is a practical guide to service and support strategy and its effective implementation. This how-to resource includes examples from around the world that explain the principles and demonstrate the different approaches that companies have taken to successfully implement a customer service and support program; possible pitfalls that can impede progress in reaching customer service and support goals; differences in business culture and their implications; and how successful customer service and support programs must involve the whole organization to be effective. This book offers those responsible for customer service and support a way to review their own programs and an opportunity to assess and improve their own customer service activities.

Outstanding Customer Service: Implementing the Best Ideas from Around the World (Financial Times Series)

Irwin Professional_Pub

Paul Lambert has had an amazing career, becoming the first Scot to take advantage of the Bosman ruling, signing for Borussia Dortmund. There, he inspired his star-studded team-mates—among them Andreas Moller, Matthias Sammer, and Jurgen Kohler—to their European Cup triumph over the mighty Juventus. Lambert signed for Celtic where, within weeks of his transfer, he picked up a League Cup winner's medal, and he seems destined for more success with the rejuvenated Parkhead squad. This book takes us inside two of the biggest clubs in Europe as Lambert recounts the events of the past few years. He details how he helped tame Manchester United in the Champions' League and how he dealt with the threat of such brilliant players as Del Piero and Zidane in the final. He explains why he returned to Scotland and what life is really like at Parkhead—and why he believes Celtic are set to become the country's number-one club again.

A Bhoy's Own Story

Lambert, Paul

Biographies & Memoirs

Mainstream Publishing

This book is a fascinating and, at times, extraordinary history of a remarkable part of Scotland, based on a collation of primary source documents and other records relating to Redcastle... Redcastle is a place rich with history, from the dangerously unpredictable Kenneth Mackenzie to the gentle reverends who tended the people who lived there, from the Red Castle itself to the manse and every thatched cottage that was part of Redcastle's world. For this book, the author has researched a wide range of sources, covering churches, schools, civil administration, people and places of Redcastle, to bring to life a vivid and detailed account of this historic part of Scotland. Dr Graham Clark graduated from Edinburgh University and followed a career in scientific research and educational management in Further and Higher Education. In retirement, as well as his research into the heritage of the Black Isle, he indulges his interests in hillwalking, golf and third-age learning.

Redcastle: A Place in Scotland's History

History

Europe

New Generation Publishing

See the best price to sell, buy, or rent books by Clark, Graham. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Clark, Graham

See the best price to sell, buy, or rent books by Clark, Graham. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Customer Service and Support: Implementing Effective Strategies

Service Operations Management

Smith & Keenan's Advanced Business Law

Service Operations Management: Improving Service Delivery

Service Operations Management: Improving Service Delivery

Service Operations Management: Improving Service Delivery

Service Operations Management: Improving Service Delivery

Outstanding Customer Service: Implementing the Best Ideas from Around the World (Financial Times Series)

A Bhoy's Own Story

Redcastle: A Place in Scotland's History