Service Operations Management: Improving Service Delivery is an international market-leading book designed for both students and practicing managers. Aimed at providing a comprehensive and balanced introduction to service operations management, it builds on the fundamental principles of operations management. The authors explore the operational decisions that managers must make to effectively control their resources and deliver services to customers. Spanning 462 pages, this fourth edition is published by Pearson and has an ISBN-13 of 978-0273740483. It was released on April 19, 2012, with dimensions of 10.3 x 7.6 x 0.7 inches.