Service Operations Management

Provides an introduction to service operations management, customer experience and satisfaction. The book discusses improvements to service processes and networking and technology. Also discussed is performance management, strategic changes and their management, and innovations and their relationship to service development.

Ofera o introducere in managementul operatiunilor de servicii, experienta clientilor si satisfactia. Cartea discuta imbunatatirile aduse proceselor de servicii, retelelor si tehnologiei.