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1、MANAGINGSERVICEOPERATIONSDESIGNANDIMPLEMENTATIONBILLHOLLINSANDSADIESHINKINSHollins-3444-Prelims.qxd8/25/20065:32PMPageiManagingServiceOperationsHollins-3444-Prelims.qxd8/25/20065:32PMPageiiHollins-3444-Prelims.qxd8/25/20065:32PMPageiiiManagingServiceOperation
2、sDesignandImplementationBillHollinsandSadieShinkinsSAGEPublicationsLondon●●ThousandOaksNewDelhiHollins-3444-Prelims.qxd8/25/20065:32PMPageiv©BillHollinsandSadieShinkins2006Firstpublished2006Apartfromanyfairdealingforthepurposesofresearchorprivatestudy,orcriti
3、cismorreview,aspermittedundertheCopyright,DesignsandPatentsAct,1988,thispublicationmaybereproduced,storedortransmittedinanyform,orbyanymeans,onlywiththepriorpermissioninwritingofthepublishers,orinthecaseofreprographicreproduction,inaccordancewiththetermsoflic
4、ensesissuedbytheCopyrightLicensingAgency.Enquiriesconcerningreproductionoutsidethosetermsshouldbesenttothepublishers.SAGEPublicationsLtd1Oliver’sYard55CityRoadLondonEC1Y1SPSAGEPublicationsInc.2455TellerRoadThousandOaks,California91320SAGEPublicationsIndiaPvtL
5、tdB-42,PanchsheelEnclavePostBox4109NewDelhi110017BritishLibraryCataloguinginPublicationdataAcataloguerecordforthisbookisavailablefromtheBritishLibraryISBN-101-4129-2952-0ISBN-13978-1-4129-2952-3ISBN-101-4129-2953-9ISBN-13978-1-4129-2953-0(pbk)LibraryofCongres
6、sControlNumber:2006927097TypesetbyC&MDigitals(P)Ltd,Chennai,IndiaPrintedonpaperfromsustainableresourcesPrintedandboundinGreatBritainbyTheCromwellPressLtd,TrowbridgeWiltshireHollins-3444-Prelims.qxd8/25/20065:32PMPagevCONTENTSAcknowledgementsixPrefacexiPART1SE
7、RVICES,STRATEGYANDPEOPLE11IntroductiontoServicesManagement:TheCustomer-LedOrganization3Thetypesofservicesandhowserviceshavegrown–Theoperationsmanager'sroleandtheroleofoperationsmanagement–Customercareversuscustomerservice–Relationshipmarketing,customersatisfa
8、ctionandimprovement2ServiceOperationsStrategy13Thestrategicroleandobjectivesofoperations–Customersatisfactionversusresourceutilization–Strategiesandframeworksforeffectivemanagementoftheop
