Service Operations Management

Abstract

This important book dedicated to the operational management of services, is an excellent contribution from three academics from three different universities, namely: Florida Atlantic University, Rollins College and Virginia Polytechnic Institute and State University. The 596-page book covers in 4 sections with 18 chapters, an appendix and the corresponding index, the complete topic of the new paradigms of the operational management of the service activity. The authors point out that there is an important difference between the operational management of services and the operational management of manufacturing activities. Manufacturing is more rational, more technologically advanced and more productive than the service activity.  It is necessary to develop a coherent theory of services.  The book develops the topic from the quantitative and also qualitative point of view. It introduces case studies and a summary for further reading on each of the issues discussed.