Reading and Managing Service Businesses: An Integrated Case Study Approach

John R. Bryson (), Jon Sundbo (), Lars Fuglsang () and Peter Daniels ()
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John R. Bryson: The University of Birmingham
Jon Sundbo: Roskilde University
Lars Fuglsang: Roskilde University
Peter Daniels: The University of Birmingham

Chapter 14 in Service Management, 2020, pp 261-278 from Springer

Abstract: Abstract Service businesses exist to create value and value-in-use through the sale of products and services and various combinations of products and services. Multiple values are created through this process including profit or economic rents and surplus value, but also social, community and individual benefits. This chapter uses case studies to explore how different processes work together within service businesses to create value. Five contrasting integrated cases are explored: Rolls-Royce, Flowserve, TikTok, Inditex (including Zara) and Dubai. The last case, Dubai, explores the development of a city-region and the role service businesses play within city-regions. In this account, we explore three dimensions of Dubai: as a service economy, as a location for service spaces—The Dubai Mall—and of service businesses. Here the challenge is to explore the ways in which an observer can ‘read’ a city-region as a service space and can read a particular servicescape—a shopping mall.

Keywords: Service product bundles; Servitization; Service-dominant logic; Rolls-Royce; Flowserve Corporation; TikTok; Zara; Dubai; The Dubai Mall (search for similar items in EconPapers)
Date: 2020
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DOI: 10.1007/978-3-030-52060-1_14

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