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.

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.