Service Strategizing—Shaping Service in Dynamic Contexts

Tore Strandvik (), Maria Holmlund-Rytkönen () and Ilkka Lähteenmäki ()
Additional contact information
Tore Strandvik: Hanken School of Economics
Maria Holmlund-Rytkönen: Hanken School of Economics
Ilkka Lähteenmäki: Department of Industrial Engineering and Management, Aalto University

A chapter in The Palgrave Handbook of Service Management, 2022, pp 151-168 from Springer

Abstract: Abstract We elaborate the idea that individual actor’s mental models in use are significant and need to be recognized in service management theorizing and practice. In increasingly dynamic business contexts, mental models of service value creation are challenged and the capability to update them becomes critical. We outline a conceptual framework depicting continuous strategy work in dynamic contexts, labeled service strategizing, where doing, observing, and thinking represent embodiments of mental models. We propose that updating a mental model happens by reflection. The new perspective on service management offers opportunities for further service research and ideas for improvement in service practice.

Keywords: Service strategizing; Reflection; Mental model; Managerial theorizing; Dynamics; Strategic service management (search for similar items in EconPapers)
Date: 2022
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_9

Ordering information: This item can be ordered from
http://www.springer.com/9783030918286

DOI: 10.1007/978-3-030-91828-6_9

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().