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Service Operations Dynamics = Managi...
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Service Operations Dynamics = Managing in an Age of Digitization, Disruption and Discontent /
紀錄類型:
書目-語言資料,印刷品 : Monograph/item
正題名/作者:
Service Operations Dynamics/ by Henk Akkermans.
其他題名:
Managing in an Age of Digitization, Disruption and Discontent /
作者:
Akkermans, Henk.
面頁冊數:
XIX, 153 p. 57 illus., 54 illus. in color.online resource. :
Contained By:
Springer Nature eBook
標題:
Business logistics. -
電子資源:
https://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 Dynamics
Managing in an Age of Digitization, Disruption and Discontent /[electronic resource] :by Henk Akkermans. - 1st ed. 2018. - XIX, 153 p. 57 illus., 54 illus. in color.online resource.
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:
562973
Business logistics.
LC Class. No.: HD38.5
Dewey Class. No.: 658.7
Service Operations Dynamics = Managing in an Age of Digitization, Disruption and Discontent /
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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.
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