Titlebook: Service Operations Dynamics; Managing in an Age o Henk Akkermans Book 2018 The Editor(s) (if applicable) and The Author(s), under exclusive

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Conclusion: ,, all problems. Complex services have to be addressed with a similar level of sophistication. However, the complexity in services operations need not be overwhelming. It is quite possible to ride the waves of digitized, disruptive service operations with great success. This chapter recaps that manage

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Interactions with Government: ,,omes. The utility made a great deal of haste, but was wise enough to also commission a stress test of the service supply chain. Lessons learned from this system dynamics-based stress test led to a renegotiation of the earlier targets, but also to the identification of non-obvious, high-leverage policies to speed up the rollout process.

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Conclusion: ,,ment of service operations needs to get four things right: (1) all the relevant stakeholders need to be actively involved, (2) a coherent set of policies needs to be followed, (3) with a sound appreciation of the systemic and dynamic complexities, and (4) a good balance of haste with thoughtful moderation, or .

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Book 2018tility 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 s