The Palgrave Handbook of Service Management

Part 1: Perspectives on Service Management.- Chapter 1: Overview of the Book.- Chapter 2: Framing and Defining Service Management.- Chapter 3: Service Management: Evolution, Current Challenges, and Opportunities.- Chapter 4: Service Management - Scope, Challenges, and Future Developments.- Chapter 5: Is Service Management experiencing a Change of Era?.- Chapter 6: Service-Dominant Logic and Service Management 4.0.- Chapter 7: Adapting Service Management for the Sharing Economy.- Part 2: Service Strategy.- Chapter:8: Service Management Strategic Mindsets That Create Positive Customer and Employee Experiences.- Chapter 9: Service Strategizing - Shaping Service in Dynamic Contexts.- Chapter 10: Servitization - A State-of-the-Art Overview and Future Directions.- Chapter 11: Servitization and the necessity of becoming ambidextrous-a 12-year longitudinal study.- Chapter 12: How contemporary scholarship addresses service management practices.- Chapter 13: Contract Innovation: Driving Scale and Scope of Nonownership Value Propositions.-Chapter 14: 2.7 Managing the Exclusivity of Luxury Service Experiences.- Part 3: Service Leadership and Transition.- Chapter 15: The transformative role of resource integration in shaping a new service ecosystem.- Chapter 16: Behavior change-five ways to facilitate co-creation of service for a better world.- Chapter 17: Self-Leadership and Empowerment: Lessons from Service Firms.- Chapter 18: Organizational communication in service management.- Chapter 19: Culture-powered Service Excellence and Leadership-Chinese characteristics.- Chapter 20: Towards socially responsible business: A typology of value postures in nested service ecosystems.- Chapter 21: Customer-Centric Service Ecosystem for Emerging Markets.- Chapter 22: Service Management for Sustainable Business Transformation.- Chapter 23: Transformative Service Research: Where We Are and Moving Forward at the Collective Level.- Part 4: Service Design and Innovation.- Chapter 24: Service Design for systemic change in legacy organizations: A bottom-up approach to redesign.- Chapter 25: Service Design - Innovation for Complex Systems.- Chapter 26: The multiple identities of service design in organizations and innovation projects.- Chapter 27: Tracing the Systems Turn in Service Design and Innovation: Convergence toward Service System Transformation.- Chapter 28: Service Innovation in Networks: Co-creating a Network Business Model.- Chapter 29: Beyond the line of visibility: towards sustainable service innovation.- Chapter 30: Managing employee empowerment and engagement to foster service innovation.- Chapter 31: Understanding Key Market Challenges Through Service Innovation.- Part 5: Service Interaction, quality and operation.- Chapter 32: Customer-to-customer interactions in service.- Chapter 33: Understanding and managing customer experiences.- Chapter 34: How customers'resources influence their co-creation experience.- Chapter 35: Measuring and Managing Customer Experience (CX): What works and what doesn't.- Chapter 36: Improving service quality through individuals' satisfaction. Evidence from the healthcare sector.- Chapter 37: Service Productivities' Next Top-Models.- Chapter 38: Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences.- Chapter 39: Service Failure and Complaints Management: An Overview.- Chapter 40: Expanding the scope of service recovery.- Part 6: Service Technology.- Chapter 41: Technology in Service Systems.- Chapter 42: Smart technologies in service provision and experience.- Chapter 43: Rapport-Building Opportunities and Challenges in Technology-Infused Service Encounters.- Chapter 44: Artificial intelligence and decision making: human-machine interactions for successful value co-creation.- Chapter 45: Managing Artifical Intelligence Systems for Value Co-Creation. The case of Conversational Agents and Natural Language Assistants.- Chapter 46: Servitization and Digitalization as "Siamese Twins" - Concepts and Research Priorities.- Chapter 47: Towards a New Service Reality - Human-Robot Collaboration at the Service Frontline.