Service Operations Management / Improving Service Delivery 

 - 3rd 
 -  Prentice Hall,  2001 
 - 534 
<br/><br/> The book provides a comprehensive and balanced introduction to service operations management.  Introduction to Services Operation Management, The Service Concept, Customer and Supplier Relationships, Customer Expectations and Satisfaction, Managing Supply Relationships, Service Processes. 
<br/><br/><label>ISBN: </label>9781405847322