Managing Service Operations
by Bill Hollins, Sadie Shinkins · Bill Hollins, Sadie Shinkins
Textbook that follows a service through its full life cycle, from business proposal and market research to design, implementation, and eventual withdrawal. Readers learn a structured approach to service design and delivery, consolidated in an extended football club case study.
This link may earn us a small commission at no extra cost to you. Affiliate disclosure
More resources on Service Operations
IISE - Institute of Industrial and Systems Engineers
The professional society for industrial and systems engineers, publishing ISE magazine, a body-of-knowledge outline, webinars, and its Problem Solved podcast. Useful for mapping what the discipline covers and which specialisations—supply chain, healthcare systems, ergonomics—exist.
hbr.org
Harvard Business Review (hbr.org) offers research-based articles, case studies, and practical guidance on leadership, strategy, and organizational performance for managers and executives.
Service Operations Management
University textbook on running service organisations, covering customer experience, service design, capacity and demand, quality, performance measurement and improvement. Readers learn how to analyse and manage service processes using frameworks illustrated with case studies from public and private sector organisations.
The Service Profit Chain
Harvard Business School research presenting the chain linking employee satisfaction and capability to customer value, customer loyalty, and profit in service firms. Readers learn how to measure each link and use those relationships to guide management decisions in service businesses.