Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations

1. The Important Role Services Play in an Economy

1.5. Overview of the Book

This book covers a wide range of issues in managing service organizations and their operations. It focuses on creating value and customer satisfaction. Therefore, the book is designed to provide a comprehensive coverage of topics relevant to that end. Its content is quite different from traditional operations management textbooks; although some of the topics covered in those books are included. The discussions draw upon the knowledge and experience of various areas of business and on disciplines other than business. For example, discussions frequently rely on the theory and practice of strategy, marketing, international management, human resources, management science, ...