Service Operations Dynamics

Managing in an Age of Digitization, Disruption and Discontent

Henk Akkermans (Autor)

Buch | Hardcover

XIX, 153 Seiten

2018 | 1st ed. 2018
Springer International Publishing (Verlag)
978-3-319-72016-6 (ISBN)

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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.

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

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.

Erscheinungsdatum	27.05.2018
Vorwort	Chris Voss
Zusatzinfo	XIX, 153 p. 57 illus., 54 illus. in color.
Verlagsort	Cham
Sprache	englisch
Maße	148 x 210 mm
Gewicht	360 g
Themenwelt	Mathematik / Informatik ► Informatik
	Mathematik / Informatik ► Mathematik ► Finanz- / Wirtschaftsmathematik
	Wirtschaft ► Betriebswirtschaft / Management ► Logistik / Produktion
Schlagworte	collaborative service • internet of things • Manufacturing • operational performance • production management • Service Management • Supply Chain
ISBN-10	3-319-72016-3 / 3319720163
ISBN-13	978-3-319-72016-6 / 9783319720166
Zustand	Neuware