This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as "a set of organizational competencies for enabling and realizing value creation through service," it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology.
This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
Auflage
Sprache
Verlagsort
Verlagsgruppe
Springer International Publishing
Zielgruppe
Illustrationen
98
98 s/w Abbildungen
LI, 1012 p. 98 illus.
Maße
Höhe: 235 mm
Breite: 155 mm
Dicke: 57 mm
Gewicht
ISBN-13
978-3-030-91830-9 (9783030918309)
DOI
10.1007/978-3-030-91828-6
Schweitzer Klassifikation
Bo Edvardsson, is Professor of Business Administration and founder of the Service Research Centre, Karlstad University Sweden.
Bård Tronvoll is Professor of Business administration at the Service Research Centre, Karlstad University Sweden, and at Inland Norway University of Applied Sciences, Norway.
