Service Operations Dynamics [[electronic resource] ] : Managing in an Age of Digitization, Disruption and Discontent / / by Henk Akkermans

• Autore: Akkermans Henk
• Pubblicazione: Cham : , : Springer International Publishing : , : Imprint : Palgrave Pivot, , 2018
• Edizione: 1st ed. 2018.
• Descrizione fisica: 1 online resource (XIX, 153 p. 57 illus., 54 illus. in color.)
• Disciplina: 658.7
• Soggetto topico: Business logistics; Information technology; Business—Data processing; Supply Chain Management; IT in Business
• Nota di contenuto: 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.
• Sommario/riassunto: 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.
• Titolo autorizzato: Service Operations Dynamics
• ISBN: 3-319-72017-1
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910298214703321
• Lo trovi qui: Univ. Federico II
• Serie: Palgrave pivot.