Service Operations Dynamics: Managing in an Age of Digitization, Disruption and Discontent

Akkermans, Henk; Voss, Chris

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.

Details

Published by: Palgrave Pivot

Publication Date: 2018-05-07

Format: Hardcover

ISBN-13: 9783319720166

DOI: 10.1007/978-3-319-72017-3

Dimensions: 210cm x148cm

Pages: 153