Core text - Slack, N, Chambers, S & Johnston (2009), Operations Management. Harlow: Pearson Education.

Johnston R & Clark G (2008) Service Operations Management Improving Service Deliver. FT Prentice-Hill.

Nickson D (2007), Human Resource Management for the hospitality and tourism industries. Butterworth-Heinemann.
Williams C & Buswell J (2003) Service Quality in Leisure and Tourism. CABI Publishing.

Information and Library Services
Internet
PC with Office software

36 contact hours will be delivered through a mix of formal lectures, workshops and tutorials designed to develop and support independent learning.

The purpose of this module is to provide students with an understanding of key characteristics for managing the service encounter. It will emphasise the Operations factors associated with the management of events organisations. It will specifically focus on the issues of flexibility and operational performance as well as the key issues facing events service providers in a variety of environments

Topics covered in the module will be drawn from Operations literature associated with the flexible firm, specifically service and process design, workforce management/job design, outsourcing, quality management, capacity and inventory management relevant to events service encounters.

Details - The Group Assignment will assess all Learning Outcomes.