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Service Operations

In: Managing Industrial Services

Author

Listed:
  • Jonathan Rösler

    (University of St.Gallen)

  • Philipp Osterrieder

    (University of St.Gallen)

  • Thomas Friedli

    (University of St.Gallen)

Abstract

This chapter explores service operations management, which covers the activities, decisions, and responsibilities of operations managers in industrial service organizations. Although service operations management is a field not often seen at the top of manufacturing companies’ agendas, it is of crucial importance due to its significant influence on customer experience and satisfaction. This chapter first presents a brief historic overview of the development of the field and then discusses the various opportunities that arise from superior service operations management. Finally, recommendations to realize superior service operation performance are presented.

Suggested Citation

  • Jonathan Rösler & Philipp Osterrieder & Thomas Friedli, 2021. "Service Operations," Management for Professionals, in: Thomas Friedli & Philipp Osterrieder & Moritz Classen (ed.), Managing Industrial Services, edition 1, pages 99-114, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-030-72728-4_8
    DOI: 10.1007/978-3-030-72728-4_8
    as

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