Slide 9.1

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 9.1 Hub and spoke network

Slide 9.2

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 9.2 (a) Ring network (b) Hierarchical network

(a)

(b)

Slide 9.3

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Table 9.1 Comparing physical and virtual networks

Slide 9.4

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 9.3 Passenger numbers: Baltimore Providence marketThis illustration is adapted from material contained in Harvard Business School’s case Southwest Airlines: 1993 (A) 9-694-023; Harvard Business School’s case Southwest Airlines in Baltimore 9-602-156; and from industry sources.

Slide 9.5

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 9.4 Global network strategy

Slide 9.6

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Table 9.2 Comparison of transaction costs for letter, telephone and webSource: Voss (2000).8 Reprinted by permission of the Institute of Customer Service

Slide 9.7

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Figure 9.5 Resource activity map for a domestic appliance retailer

Slide 9.8

Johnston & Clark, Service Operations Management, 3rd Edition, © Pearson Education Limited 2009

Table 9.3 Charges to patients