Service Operations Dynamics
Managing in an Age of Digitization, Disruption and Discontent
Published on 22. December 2018
Book
Paperback/Softback
XIX, 153 pages
978-3-030-10147-3 (ISBN)
Description
This innovative book presents an up-to-date account of service operations, spanning topics such as IT-enabled services, service supply chain and volatility of demand and supply. Combining a systems perspective with a focus on service supply chains, the chapters provide a clearly framed set of mechanisms and theories with a focus on innovation-driven sectors and the game-changing role of IT. With each chapter built around real-life examples and service companies, the primary services supply chain is discussed alongside four key stakeholder groups: workforce, customers and markets, buyers and suppliers, and IT and innovations.
More details
Edition
Softcover reprint of the original 1st ed. 2018
Language
English
Place of publication
Cham
Switzerland
Publishing group
Springer International Publishing
Target group
Professional and scholarly
Illustrations
3
54 farbige Abbildungen, 3 s/w Abbildungen
54 Illustrations, color; 3 Illustrations, black and white; XIX, 153 p. 57 illus., 54 illus. in color.
Dimensions
Height: 21 cm
Width: 14.8 cm
Weight
237 gr
ISBN-13
978-3-030-10147-3 (9783030101473)
DOI
10.1007/978-3-319-72017-3
Schweitzer Classification
Other editions
Additional editions
Henk Akkermans
Service Operations Dynamics
Managing in an Age of Digitization, Disruption and Discontent
Book
05/2018
Palgrave Pivot
€53.49
Shipment within 10-15 days
Persons
Henk Akkermans is Professor of Supply Chain Management at Tilburg University, the Netherlands.
Content
Introduction
Sales and Operations Interactions: Never the Twain Shall Meet
Frontoffice-Backoffice Interactions: Service Quality Cascades
Customer Interactions: How to Enrage Customers with a Great Service
Managing Workforce Dynamics: Hiring with Moderation
Interacting with the Innovators: Innovation Tipping Points
Interacting with Key Suppliers: Relationship Spirals
Interactions with Government: Regulating the Regulators
Conclusion: No Silver Bullet.
Sales and Operations Interactions: Never the Twain Shall Meet
Frontoffice-Backoffice Interactions: Service Quality Cascades
Customer Interactions: How to Enrage Customers with a Great Service
Managing Workforce Dynamics: Hiring with Moderation
Interacting with the Innovators: Innovation Tipping Points
Interacting with Key Suppliers: Relationship Spirals
Interactions with Government: Regulating the Regulators
Conclusion: No Silver Bullet.