The Routledge Handbook of Service Research Insights and Ideas

Editor's Introduction Part 1: Foundations 1. Service Dominant Logic: Foundations and Applications 2. Service-Dominant Logic and Market Innovation 3. Service Profit Logic: Ensuring Customer Willingness to Pay 4. Customer-Dominant Service Logic 5. The Servitization of Manufacturing Industries Part 2: Innovation in Service Operations 6. Typologies and Frameworks in Service Innovation 7. Frontline Employees as Innovators 8. Innovative Service Environments 9. Finding the Next Edge in Service Innovation: A Complex Network Analysis Part 3: Organizing the Service Business 10. Modeling Consumer Engagement with Frontline Service Providers 11. Front Line Service Providers with Two Jobs: Antecedents of Naturally Felt Emotions 12. Service Process Design and Management 13. Service Supply Chain Configurations: From Agile to Efficient Value Networks 14. Strategic Pathways to Cost-Effective Service Excellence Part 4: Service Design, Delivery, and Customer Engagement 15. Service Digitization and the Provider-to-Customer Handoff 16. Managing Customer Performance in Services 17. Value Co-Creation and Its Meaning for Customers 18. Resource Integration and Co-creation: A Customer Journey Approach 19. Social Media and Customer Engagement Part 5: Ethics, Responsibility, and Culture 20. Executive Ethical Decisions Initiating Organizational Culture and Values 21. Transformative Service Research: Thoughts, Perspectives, and Research Directions 22. Green Services and the Quest for Sustainable Environment: Chasing a Holy Grail 23. The Convergence of Not-for-Profit Services and the Social Enterprise 24. Providing Service in Multicultural Environments