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 mechan...

Ausführliche Beschreibung

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Bibliographische Detailangaben
1. Verfasser: Akkermans, Henk (VerfasserIn)
Format: Elektronisch E-Book
Sprache:Englisch
Veröffentlicht: Cham : Springer International Publishing, 2018.
Ausgabe:1st ed. 2018.
Schlagworte:
Business logistics.
Information technology.
Business-Data processing.
ISBN:9783319720173
Online-Zugang: Volltext
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Inhaltsangabe:
  • 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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