[PDF] Raccolta -Service Operations Management by Prof Robert Johnston (2000-12-06)- [PDF] Collection

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• Published on: 1886
• Binding: Paperback

Customer Reviews

Most Helpful Customer Reviews

0 of 0 people found the following review helpful.
Five Stars
By Amazon Customer
Very happy with everything

5 of 6 people found the following review helpful.
Bad customer experience - couldn't get access to online material
By Ed from Ireland
I am a manager in a global service operations organisation and bought this book hoping that I would get some insights that I could use and disseminate across my organisation.Upon receiving the book, the first thing I tried to do was to access some resources from their site, however I was informed that those resources were only for instructors. I felt quite disappointed as I expected to use that material to help me understand the concepts better and later on disseminate the information within my organisation.I was glad to see that the site had a 'contact us' form, which I filled out explaining my situation and that I would like access to the full package.Over 2 weeks later, one of the authors writes to me, in the least customer service manner I've ever experienced to tell me: "The instructor resources are for instructors. So no, I cannot give you access.". No sympathy, no explanation, no alternatives - no basic customer service.I am happy I have now returned the book without reading it. I don't think that, based on my experience, the sessions related to customer service and customer experience are good.

1 of 1 people found the following review helpful.
Explained operations in service environment in simplified way
By Shan
Enjoyed reading his class-notes of 'Services Management' module during my MBA studies at Warwick Business School. So, bought to read updated edition of his book for reference. Also, interesting to know how operation management concepts are explained easily in the context of services sector.

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