Service Management: Theory and Practice

✍ Scribed by John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels

Publisher: Springer International Publishing;Palgrave Macmillan
Year: 2020
Tongue: English
Leaves: 294
Edition: 1st ed.
Category: Library

No coin nor oath required. For personal study only.

✦ Synopsis

This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption.

The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into:

how to manage service businesses, with coverage of both small firms and large transnationals
service business models, operations and productivity
managing service employees
how service firms engage in product and process innovation
marketing, customers and service experiences
internationalization of service businesses
the ongoing servitization of manufacturing

This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.

✦ Table of Contents

Front Matter ....Pages i-xvi
Reading and Managing Service Businesses (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 1-20
Service Research and Service Theory (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 21-39
Business Models and Service Strategy (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 41-59
Techno Service Worlds? Digitization of Service Businesses (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 61-85
Service Operations and Productivity (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 87-104
Service Personnel and Their Management (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 105-128
Process and Product Innovation in Service Businesses (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 129-146
Customer First: Understanding Customers (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 147-163
Marketing Services (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 165-180
Internationalizing Service Businesses (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 181-202
Supply Chains and Logistics Services (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 203-221
Servitization and Manufacturing Companies (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 223-238
Measuring Company Performance and Customer Satisfaction (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 239-259
Reading and Managing Service Businesses: An Integrated Case Study Approach (John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels)....Pages 261-278
Back Matter ....Pages 279-287

✦ Subjects

Business and Management; Services; Knowledge Management; Operations Management

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