Henk Akkermans

Service Operations Dynamics

Managing in an Age of Digitization, Disruption and Discontent
Mitarbeit:Voss, Chris

• Gebundenes Buch

Produktbeschreibung

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.

Produktdetails

• Verlag: Palgrave Pivot / Springer International Publishing / Springer, Berlin
• Artikelnr. des Verlages: 978-3-319-72016-6
• 1st ed. 2018
• Seitenzahl: 176
• Erscheinungstermin: 7. Mai 2018
• Englisch
• Abmessung: 216mm x 153mm x 15mm
• Gewicht: 362g
• ISBN-13: 9783319720166
• ISBN-10: 3319720163
• Artikelnr.: 49603432

Autorenporträt

Henk Akkermans is Professor of Supply Chain Management at Tilburg University, the Netherlands.

Inhaltsangabe

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.