Service Operations Dynamics

Managing in an Age of Digitization, Disruption and Discontent

Authors: Akkermans, Henk

Free Preview
  • 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
see more benefits

Buy this book

eBook $39.99
price for USA in USD (gross)
  • ISBN 978-3-319-72017-3
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $54.99
price for USA in USD
  • ISBN 978-3-319-72016-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $54.99
price for USA in USD
  • ISBN 978-3-030-10147-3
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

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.

About the authors

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

Reviews

“Henk is an original thinker. It is fun to have him as sparring partner and regular co-author. Dynamics fascinate him. He continuously applies his original system thinking to the service operations surrounding us in today’s business world. Not only is the topic of this book timely, it is also written by a man who has the gift of explaining complex phenomena in crystal clear everyday language that can appeal to everyone. More books like this should be readily available so they can be used by practitioners as well as regular students.” (Luk N. Van Wassenhove, The Henry Ford Chaired Professor of Manufacturing and Professor of Technology and Operations Management, INSEAD, France)

“Henk Akkermans brings a unique combination of expertise and practice perspectives. First, a deep understanding of the dynamics of services combined with analytical expertise using systems dynamics approaches. Second, unique perspective based on a service supply chain view of services, and finally the learning from working with companies in a wide range of IT enabled services. This book will provide both scholars and practitioners unique insights into how to manage services in today’s dynamic and digitised context.” (Chris Voss, Professor of Operations Management, Warwick Business School and Emeritus Professor of Management Science and Operations, London Business School, UK)

“Henk is a provocative guy, he stirs up his audience by his fast analysis skill, and very direct way of running discussions. Henk has a deep theoretical basis in system dynamics and knows how to apply it in an understandable way to day-to-day problems that we normal people face. Reading this book is the next best thing to attending his lively process analysis workshops. Highly recommended.” (Eric B. Kuisch, Managing Director of Technology, Vodafone Germany)

“This book contains a wealth of experience explained both by theory and by very relevant and recognizable examples. Henk Akkermans is down to earth and astute as always.” (Michiel van den Berg, Director, Eneco Warmte & Koude)

“Service Operations Dynamics helps you to the real bottom of your problem. With the models it will bring you to a great solution. Anyway, it helped me a lot!” (Gerard Van Laarhoven, Programme Manager, Interpolis Achmea)

“Combining scientific rigor and context-specific considerations, this book offers a highly effective set of perspectives and tools to tackle current challenges in service operations. It provides a comprehensive and accessible overview of Henk Akkermans’ extensive work in this area, both as an academic and a “reflective” practitioner.” (Finn Wynstra, Professor and NEVI Professor Purchasing and Supply Management, Rotterdam School of Management, Erasmus University, the Netherlands)

Table of contents (9 chapters)

Table of contents (9 chapters)

Buy this book

eBook $39.99
price for USA in USD (gross)
  • ISBN 978-3-319-72017-3
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $54.99
price for USA in USD
  • ISBN 978-3-319-72016-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $54.99
price for USA in USD
  • ISBN 978-3-030-10147-3
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Loading...

Recommended for you

Loading...

Bibliographic Information

Bibliographic Information
Book Title
Service Operations Dynamics
Book Subtitle
Managing in an Age of Digitization, Disruption and Discontent
Authors
Copyright
2018
Publisher
Palgrave Pivot
Copyright Holder
The Editor(s) (if applicable) and The Author(s), under exclusive licence to Springer International Publishing AG, part of Springer Nature
eBook ISBN
978-3-319-72017-3
DOI
10.1007/978-3-319-72017-3
Hardcover ISBN
978-3-319-72016-6
Softcover ISBN
978-3-030-10147-3
Edition Number
1
Number of Pages
XIX, 153
Number of Illustrations
3 b/w illustrations, 54 illustrations in colour
Topics