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

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.

List 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.

About the author

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

Summary

- 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 

Product details

• Authors: Henk Akkermans
• Assisted by: Chris Voss (Foreword)
• Publisher: Springer, Berlin
• Languages: English
• Product format: Hardback
• Released: 01.01.2018
• EAN: 9783319720166
• ISBN: 978-3-31-972016-6
• No. of pages: 153
• Dimensions: 147 mm x 217 mm x 16 mm
• Weight: 325 g
• Illustrations: XIX, 153 p. 57 illus., 54 illus. in color.
• Subjects: Social sciences, law, business > Business > Management; C, Business and Management, Supply Chain Management, Operations Management, IT in Business, Information Technology, Management science, Business mathematics & systems, Business logistics, Business—Data processing, Business applications