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Service operations dynamics = managi...

Akkermans, Henk.

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Service operations dynamics = managing in an age of digitization, disruption and discontent /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Service operations dynamics/ by Henk Akkermans.
Reminder of title:	managing in an age of digitization, disruption and discontent /
Author:	Akkermans, Henk.
Published:	Cham :Springer International Publishing : : 2018.,
Description:	xix, 153 p. :ill. (some col.), digital ;22 cm.
[NT 15003449]:	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.
Contained By:	Springer eBooks
Subject:	Business logistics. -
Online resource:	http://dx.doi.org/10.1007/978-3-319-72017-3
ISBN:	9783319720173

Service operations dynamics = managing in an age of digitization, disruption and discontent /
Akkermans, Henk.

Service operations dynamicsmanaging in an age of digitization, disruption and discontent /[electronic resource] :by Henk Akkermans. - Cham :Springer International Publishing :2018. - xix, 153 p. :ill. (some col.), digital ;22 cm.

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.

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.

ISBN: 9783319720173

Standard No.: 10.1007/978-3-319-72017-3doiSubjects--Topical Terms:

648045
Business logistics.

LC Class. No.: HD38.5 / .A55 2018

Dewey Class. No.: 658.5

Service operations dynamics = managing in an age of digitization, disruption and discontent /
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100 1 $a Akkermans, Henk. $3 3321182
245 1 0 $a Service operations dynamics $h [electronic resource] : $b managing in an age of digitization, disruption and discontent / $c by Henk Akkermans.
260 $a Cham : $b Springer International Publishing : $b Imprint: Palgrave Pivot, $c 2018.
300 $a xix, 153 p. : $b ill. (some col.), digital ; $c 22 cm.
505 0 $a 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.
520 $a 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.
650 0 $a Business logistics. $3 648045
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650 1 4 $a Business and Management. $2 eflch $3 1485455
650 2 4 $a Supply Chain Management. $2 swd $3 1283588
650 2 4 $a IT in Business. $3 2114922
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856 4 0 $u http://dx.doi.org/10.1007/978-3-319-72017-3
950 $a Business and Management (Springer-41169)