Building on the foundations of the first edition, this comprehensive textbook remains a vital tool for postgraduate students seeking to understand the principles of service operations management, and for undergraduate students specializing in hospitality, tourism and public sector management. With services accounting for 70 percent of employment and growth in our economy, this textbook explains what is needed to ensure the most efficient and effective service operations are delivered. Covering not-for-profit agencies, charities, Non-Governmental Organizations (NGOs) and utilities alongside...

Building on the foundations of the first edition, this comprehensive textbook remains a vital tool for postgraduate students seeking to understand the principles of service operations management, and for undergraduate students specializing in hospitality, tourism and public sector management. With services accounting for 70 percent of employment and growth in our economy, this textbook explains what is needed to ensure the most efficient and effective service operations are delivered. Covering not-for-profit agencies, charities, Non-Governmental Organizations (NGOs) and utilities alongside...