Service Operations Dynamics, 1st ed. 2018 Managing in an Age of Digitization, Disruption and Discontent
Auteur : Akkermans Henk
Préfacier : Voss Chris
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.
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.
Henk Akkermans is Professor of Supply Chain Management at Tilburg University, the Netherlands.
Provides an up-to-date and current overview of service operations
Includes real-life examples and case studies
Focuses upon game-changing influence of IT enabled services
Date de parution : 05-2018
Ouvrage de 153 p.
14.8x21 cm
Disponible chez l'éditeur (délai d'approvisionnement : 15 jours).
Prix indicatif 52,74 €
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