Service Operations Dynamics

• 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

  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

  Autorentext

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

Inhalt
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.