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

• Main Author: Akkermans, Henk (Author, http://id.loc.gov/vocabulary/relators/aut)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Cham : Springer International Publishing : Imprint: Palgrave Pivot, 2018.
• Edition: 1st ed. 2018.
• Subjects: Business logistics.; Information technology.; Business-Data processing.; Supply Chain Management.; IT in Business.

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...

Table 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.