Service Operations Dynamics: Managing in an Age of Digitization, Disruption and Discontent
Author:   Henk Akkermans ,  Chris Voss
Publisher:   Birkhauser Verlag AG
Edition:   1st ed. 2018
ISBN:  

9783319720166


Pages:   153
Publication Date:   07 May 2018
Format:   Hardback
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

Our Price $84.99 Quantity:  
Add to Cart

Share |

Service Operations Dynamics: Managing in an Age of Digitization, Disruption and Discontent


Add your own review!

Overview

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.

Full Product Details

Author:   Henk Akkermans ,  Chris Voss
Publisher:   Birkhauser Verlag AG
Imprint:   Birkhauser Verlag AG
Edition:   1st ed. 2018
Weight:   3.342kg
ISBN:  

9783319720166


ISBN 10:   3319720163
Pages:   153
Publication Date:   07 May 2018
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

Table of Contents

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.

Reviews

Author Information

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

Tab Content 6

Author Website:  

Customer Reviews

Recent Reviews

No review item found!

Add your own review!

Countries Available

All regions
Latest Reading Guide

MRG2025CC

 

Shopping Cart
Your cart is empty
 Shopping cart
Mailing List

 

Sign up now