Henk Akkermans

Service Operations Dynamics (eBook, PDF)

Managing in an Age of Digitization, Disruption and Discontent

• Format: PDF

Produktbeschreibung

- Provides an up-to-date and current overview of service operations

- Includes real-life examples and case studies

- Focuses upon game-changing influence of IT enabled services

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Produktdetails

• Verlag: Springer International Publishing
• Seitenzahl: 153
• Erscheinungstermin: 24. April 2018
• Englisch
• ISBN-13: 9783319720173
• Artikelnr.: 52945829

Autorenporträt

Henk Akkermans is Professor of Supply Chain Management at Tilburg University, the Netherlands.

Inhaltsangabe

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.