Students' zone - Recommended reading.

<< back to chapter list

Chapter 3

(1) Johnston, R. and Clark, G., Service Operations Management (London: Financial
Times – Prentice Hall, 2001), ISBN 0-2736-39226. Leading textbook on the
management of services, including useful discussions on quality and new
service development.

(2) Johne, A. and Storey, C., ‘New Service Development: A Review of the
Literature and Annotated Bibliography ’, European Journal of Marketing, vol. 32,
no. 3/4 (1998), pp. 84–251. Key review of the research into new service development.

(3) Tidd, J. and Hull, F.M. (eds), Service Innovation: Organizational Responses to
Technological Opportunities and Market Imperatives (London: Imperial College
Press, 2003), ISBN 1-86094-367-5. Very useful collection of readings on the latest
research on innovation in the service sector.