Research Handbook on Services Management

Edited by Mark M. Davis

in Books from Edward Elgar Publishing

Abstract: This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field.

Keywords: Business and Management; Economics and Finance (search for similar items in EconPapers)
Date: 2022
ISBN: 9781800375642
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Chapters in this book:

Ch 1 Strategy in information intensive services , pp 2-22

Uday M. Apte, Uday S. Karmarkar and Hiranya Nath

Ch 2 Servitization and innovation strategy - the trade-off between product RD and service investments , pp 23-35

Ornella Benedettini and Christian Kowalkowski

Ch 3 Understanding scarcity strategies in service firms , pp 36-53

Huiling Huang, Stephanie Q. Liu and Jay Kandampully

Ch 4 Adopting a low-contact, high-focus healthcare service strategy in the era of pandemics , pp 54-69

Uzay Damali, Enrico Secchi, Stephen S. Tax and Jeff Kessler

Ch 5 Service innovation process in creative-intensive business services organizations , pp 71-87

Fengjie Pan and Rohit Verma

Ch 6 Service design: managing services as a way of designing , pp 88-102

Birgit Mager and Tina Weisser

Ch 7 Service support systems for ecostructuring decision support , pp 103-116

Ralph D. Badinelli

Ch 8 Perceived justice and control of priority lines , pp 117-127

Michael Dixon, David Rea, Liana Victorino and Craig Froehle

Ch 9 Co-creating services at the Base of the Pyramid (BoP): the role of bricolage , pp 128-142

Karla Cabrera and Javier Reynoso

Ch 10 Failsafing service quality , pp 143-152

Richard B. Chase and Douglas M. Stewart

Ch 11 Customer-focused service design for faster and more efficient services , pp 153-164

Gang Li, Joy M. Field and Mark M. Davis

Ch 12 Customer success management , pp 166-179

Vijay Mehrotra and Krishnamoorthy Subramanian

Ch 13 Culture and religion in service provision , pp 180-193

Richard Metters

Ch 14 Are tech-savvy users more likely to use technology? An examination of market entry and customer experience , pp 194-210

Xin Ding

Ch 15 Implications of COVID-19 on operations in healthcare services , pp 212-230

Sanjeev Bordoloi

Ch 16 Applying Lean healthcare in a non-profit hospital in Brazil , pp 231-245

Ana Carolina Honda, Raquel Mizuki Eguchi Yoshida, Mateus Cecílio Gerolamo, Jeanne Liliane Marlene Michel and Mark M. Davis

Ch 17 Service science in a world flooded with data , pp 247-262

Jorge Grenha Teixeira, Vera Miguéis, Henriqueta Nóvoa and João Falcão e Cunha

Ch 18 The evolution of business analytics and their impact on the service industry , pp 263-274

Ronald Klimberg

Ch 19 Text analytics of service customer reviews and feedback: understanding customers emotions and cognition in the hospitality industry , pp 275-294

Jie J. Zhang, Spring H. Han and Rohit Verma

Ch 20 The service robot revolution , pp 296-308

Stefanie Paluch, Jochen Wirtz and Werner H. Kunz

Ch 21 Companion robots for well-being: a review and relational framework , pp 309-330

Andrea Ruggiero, Dominik Mahr, Gaby Odekerken-Schrö der, Tiziana Russo Spena and Cristina Mele

Ch 22 Rise of humanoid robots in hospitality services , pp 331-345

Lina Zhong and Rohit Verma

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