Service Operations Dynamics
Managing in an Age of Digitization, Disruption and Discontent
(Sprache: Englisch)
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...
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Klappentext zu „Service Operations Dynamics “
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.Inhaltsverzeichnis zu „Service Operations Dynamics “
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.
Autoren-Porträt von Henk Akkermans
Henk Akkermans is Professor of Supply Chain Management at Tilburg University, the Netherlands.
Bibliographische Angaben
- Autor: Henk Akkermans
- 2018, Softcover reprint of the original 1st ed. 2018, 153 Seiten, 54 farbige Abbildungen, 3 Schwarz-Weiß-Abbildungen, Maße: 14,8 x 21 cm, Kartoniert (TB), Englisch
- Verlag: Springer, Berlin
- ISBN-10: 3030101479
- ISBN-13: 9783030101473
Sprache:
Englisch
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