A relevant, real-world understanding of concepts. Updated, real-world examples at the beginning of each chapter demonstrate the practical application of the topic presented, with additional relevant examples within the chapter. Updated 'Critical Commentaries' section at the end of each chapter challenge an alternative point of view to the one adopted in the main flow of the text. New Case Studies and boxed examples throughout the text ensure the content remains relevant and engaging to students. Updated 'Applying the Principles' section offers selected problems, short exercises, and activities at the end of each chapter, allowing students to test their understanding of the principles covered. Revised structure and new content drive student engagement. New and additional content include topics, such as servitisation, the 'emotional mapping' in customer servicing processes, and the distinction between front and back-office processes. Extended coverage of the characteristics positions operations on the product-service spectrum. Updated 'Taking it further' section provides a list of further reading and useful websites, extending the discussion of the topics introduced.