Unlike some other reproductions of classic texts (1) We have not used OCR(Optical Character Recognition), as this leads to bad quality books with introduced typos. (2) In books where there are images such as portraits, maps, sketches etc We have endeavoured to keep the quality of these images, so they represent accurately the original artefact. Although occasionally there may be certain imperfections with these old texts, we feel they deserve to be made available for future generations to enjoy.

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 Organisations (NGOs) and utilities alongside finance, healthcare and commercial companies, this guide explores the essentials of service operations management with its innovative approach to delivering customers' imperatives in services. Written in a clear and accessible manner this updated second edition: takes an increased international perspective on service operations is updated to reflect the most significant changes in service operations management, and to provide enhanced coverage of areas touched on in the first edition includes new and updated international case studies in each chapter, ideal for use in the classroom, reflecting the increased globalisation of service operations, with internationalising updates to include content suitable for a global audience covers mobile technology and presents the author's own research embracing big data analytics and neurolinguistics in building customer service systems expands coverage of process-reengineering and service flows, business process assessments, and developing economies.

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 Organisations (NGOs) and utilities alongside finance, healthcare and commercial companies, this guide explores the essentials of service operations management with its innovative approach to delivering customers' imperatives in services. Written in a clear and accessible manner this updated second edition: takes an increased international perspective on service operations is updated to reflect the most significant changes in service operations management, and to provide enhanced coverage of areas touched on in the first edition includes new and updated international case studies in each chapter, ideal for use in the classroom, reflecting the increased globalisation of service operations, with internationalising updates to include content suitable for a global audience covers mobile technology and presents the author's own research embracing big data analytics and neurolinguistics in building customer service systems expands coverage of process-reengineering and service flows, business process assessments, and developing economies.

"Ladies and gentlemen of the world, I am here today to announce to you that as my final act as the President of Iran I have just ordered the launching of our nuclear missiles against the Nation of Israel." When the president of Iran announced to the world his country had just launched three nuclear missiles at Israel, little did he realize his grand plan would set in motion a series of events that fulfilled prophecies in both Islamic and Christian holy writings by heralding the return of the Islamic Messiah, the one the Bible calls the antichrist. In a story ripped from today's headlines, Iran has developed the bomb and has finally launched a deadly attack on Israel and the Great Satan, the United States. The attack brings unexpected results when the missiles somehow go astray and destroy the Dome of the Rock. While the Israeli attack fails, Iranian agents succeed in destroying several American cities, including the nation's capital, with a nuclear blast. These actions cause a series of ancient prophecies to culminate, first with Christians being removed from the Earth in a mass exodus, while simultaneously, the twelfth Imam, the long-awaited Islamic Messiah, returns from the Jamkaran well where he has been slumbering for nearly 1,200 years. These events unite Jewish, Islamic, and the remaining Christian adherents, as each of their end-times writings and prophecies converge on a single individual who unites three major religions that have been fighting for centuries. Islam is now the dominant religion. The twelfth Imam quickly unites the various factions in the Muslim world by demonstrating that he is their messiah. He turns to Sam Reynolds, programing manager, who is working to perfect an RFID chip containing an individual's medical information. Tom Wellington is vice president of the World Bank and is tasked with setting up the financial aspects of the new Islamic system. Little does the Imam know the two are familiar with biblical prophecies because of Pastor Glenn Nelson, and they see him for who he truly is and realize his ultimate goal.

Specialist Periodical Reports provide systematic and detailed review coverage of progress in the major areas of chemical research. Written by experts in their specialist fields the series creates a unique service for the active research chemist, supplying regular critical in-depth accounts of progress in particular areas of chemistry. For over 80 years the Royal Society of Chemistry and its predecessor, the Chemical Society, have been publishing reports charting developments in chemistry, which originally took the form of Annual Reports. However, by 1967 the whole spectrum of chemistry could no longer be contained within one volume and the series Specialist Periodical Reports was born. The Annual Reports themselves still existed but were divided into two, and subsequently three, volumes covering Inorganic, Organic and Physical Chemistry. For more general coverage of the highlights in chemistry they remain a 'must'. Since that time the SPR series has altered according to the fluctuating degree of activity in various fields of chemistry. Some titles have remained unchanged, while others have altered their emphasis along with their titles; some have been combined under a new name whereas others have had to be discontinued.

Specialist Periodical Reports provide systematic and detailed review coverage of progress in the major areas of chemical research. Written by experts in their specialist fields the series creates a unique service for the active research chemist, supplying regular critical in-depth accounts of progress in particular areas of chemistry. For over 80 years the Royal Society of Chemistry and its predecessor, the Chemical Society, have been publishing reports charting developments in chemistry, which originally took the form of Annual Reports. However, by 1967 the whole spectrum of chemistry could no longer be contained within one volume and the series Specialist Periodical Reports was born. The Annual Reports themselves still existed but were divided into two, and subsequently three, volumes covering Inorganic, Organic and Physical Chemistry. For more general coverage of the highlights in chemistry they remain a 'must'. Since that time the SPR series has altered according to the fluctuating degree of activity in various fields of chemistry. Some titles have remained unchanged, while others have altered their emphasis along with their titles; some have been combined under a new name whereas others have had to be discontinued.