Service Operations Dynamics
Managing in an Age of Digitization, Disruption and Discontent
(Sprache: Englisch)
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...
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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.Inhaltsverzeichnis zu „Service Operations Dynamics “
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.Autoren-Porträt von Henk Akkermans
Henk Akkermans is Professor of Supply Chain Management at Tilburg University, the Netherlands.
Bibliographische Angaben
- Autor: Henk Akkermans
- 2018, 1st ed. 2018, XIX, 153 Seiten, 54 farbige Abbildungen, Masse: 15,3 x 21,6 cm, Gebunden, Englisch
- Verlag: Springer, Berlin
- ISBN-10: 3319720163
- ISBN-13: 9783319720166
- Erscheinungsdatum: 07.05.2018
Sprache:
Englisch
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