Service Operations Dynamics

Description

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. Front Matter ....Pages i-xix Introduction (Henk Akkermans)....Pages 1-7 Sales and Operations Interactions: Never the Twain Shall Meet? (Henk Akkermans)....Pages 9-30 Frontoffice-Backoffice Interactions: Service Quality Cascades (Henk Akkermans)....Pages 31-53 Customer Interactions: How to Enrage Customers with a Great Service (Henk Akkermans)....Pages 55-70 Managing Workforce Dynamics: Hiring with Moderation (Henk Akkermans)....Pages 71-83 Interacting with the Innovators: Innovation Tipping Points (Henk Akkermans)....Pages 85-107 Interacting with Key Suppliers: Relationship Spirals (Henk Akkermans)....Pages 109-128 Interactions with Government: Regulating the Regulators (Henk Akkermans)....Pages 129-140 Conclusion: No Silver Bullet (Henk Akkermans)....Pages 141-146 Back Matter ....Pages 147-153