Service Operations Dynamics : Managing in an Age of Digitization, Disruption and Discontent （2018）

Akkermans, Henk/ Voss, Chris (FRW)

Birkhauser Verlag AG（2018/05発売）

• 製本 Hardcover:ハードカバー版／ページ数 153 p.
• 言語 ENG
• 商品コード 9783319720166
• DDC分類 658.7

Full Description

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.

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.