Service Operations Dynamics: Managing in an Age of Digitization, Disruption and Discontent
Autor Henk Akkermans Cuvânt înainte de Chris Vossen Limba Engleză Hardback – 7 mai 2018
Preț: 388.90 lei
Nou
Puncte Express: 583
Preț estimativ în valută:
74.43€ • 76.78$ • 62.99£
74.43€ • 76.78$ • 62.99£
Carte tipărită la comandă
Livrare economică 05-19 martie
Preluare comenzi: 021 569.72.76
Specificații
ISBN-13: 9783319720166
ISBN-10: 3319720163
Pagini: 120
Ilustrații: XIX, 153 p. 57 illus., 54 illus. in color.
Dimensiuni: 148 x 210 mm
Greutate: 0.44 kg
Ediția:1st ed. 2018
Editura: Springer International Publishing
Colecția Palgrave Pivot
Locul publicării:Cham, Switzerland
ISBN-10: 3319720163
Pagini: 120
Ilustrații: XIX, 153 p. 57 illus., 54 illus. in color.
Dimensiuni: 148 x 210 mm
Greutate: 0.44 kg
Ediția:1st ed. 2018
Editura: Springer International Publishing
Colecția Palgrave Pivot
Locul publicării:Cham, Switzerland
Cuprins
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.
Notă biografică
Henk Akkermans is Professor of Supply Chain Management at Tilburg University, the Netherlands.
Textul de pe ultima copertă
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.
Caracteristici
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