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.
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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.
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.
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Produktdetaljer
ISBN
9783030101473
Publisert
2018-12-22
Utgiver
Vendor
Springer Nature Switzerland AG
Vekt
237 gr
Høyde
210 mm
Bredde
148 mm
Aldersnivå
06, P
Språk
Product language
Engelsk
Format
Product format
Heftet
Antall sider
153
Forfatter
Foreword by
Biographical note
Henk Akkermans is Professor of Supply Chain Management at Tilburg University, the Netherlands.