| 000 -LEADER |
|---|
| fixed length control field |
02765cam a22003738i 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
21762595 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20230517130024.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
201010s2021 enk b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2020029503 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781292064468 |
| Qualifying information |
(paperback) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Cancelled/invalid ISBN |
9781292098029 |
| Qualifying information |
(adobe pdf) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Cancelled/invalid ISBN |
9781292098050 |
| Qualifying information |
(epub) |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
LBSOR/DLC |
| Language of cataloging |
eng |
| Description conventions |
rda |
| Transcribing agency |
DLC |
| 042 ## - AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HD9980.5 |
| Item number |
.J64 2021 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658 |
| Edition number |
23 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Johnston, Robert, |
| Dates associated with a name |
1953- |
| Relator term |
author. |
| 9 (RLIN) |
11609 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Service operations management : |
| Remainder of title |
improving service delivery / |
| Statement of responsibility, etc |
Robert Johnston, Michael Shulver, Nigel Slack and Graham Clark. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
Fifth edition. |
| 263 ## - PROJECTED PUBLICATION DATE |
|---|
| Projected publication date |
2104 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
pages cm |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Introduction to service operations -- The world of service -- Service strategy -- The service concept -- Customer relationships -- Service quality -- Designing customer experience -- People in the service operation -- Service culture -- Service supply networks -- Designing the service process -- Managing service performance -- Service resources and capacity -- Service innovation -- Service improvement -- Learning from problems -- Learning from other operations. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
"Service 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 inorganisations. 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. This book can be used to support a dedicated Service Operations Management course, or a service-focused course in Operations Management. The book is also ideal if you who want to build on knowledge of the basic principles of operations management, and it serves as a handbook for operations managers in service organisations as they seek to develop and implement operations strategies"-- |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Management. |
| 9 (RLIN) |
1313 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Shulver, Michael, |
| Relator term |
author. |
| 9 (RLIN) |
18755 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Slack, Nigel, |
| Relator term |
author. |
| 9 (RLIN) |
11607 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Clark, Graham, |
| Dates associated with a name |
1949- |
| Relator term |
author. |
| 9 (RLIN) |
18756 |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
|---|
| Display text |
Online version: |
| Main entry heading |
Johnston, Robert, 1952- |
| Title |
Service operations management. |
| Edition |
Fifth edition |
| Place, publisher, and date of publication |
Harlow, England ; New York : Pearson, 2021 |
| International Standard Book Number |
9781292098029 |
| Record control number |
(DLC) 2020029504 |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
|---|
| a |
7 |
| b |
cbc |
| c |
orignew |
| d |
1 |
| e |
ecip |
| f |
20 |
| g |
y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Koha item type |
Books |
