Explain the three operations management tools of (1) buffering and industrializing the back office, and shifting activities
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Explain the three operations management tools of
(1) buffering and industrializing the back office, and shifting activities from the front office to the back office; (2) modularizing service in the front office;
and (3) deployment of self-service technologies
(SSTs), robotics, and artificial intelligence (AI).
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Related Book For
Services Marketing People Technology Strategy
ISBN: 9781944659820
9th Edition
Authors: Jochen Wirtz, Christopher Lovelock
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