Managing Service Toward Better Customer Experiences: Digitalization, Service Infusion, and Service Innovation

Lars Witell (), Carolina Camen () and Poja Shams ()
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Lars Witell: Karlstad University
Carolina Camen: Karlstad University
Poja Shams: Karlstad University

Chapter 1 in Service Innovation and Management, 2025, pp 1-13 from Springer

Abstract: Abstract Our modern society has created a new service landscape, where new service innovations that are built on digitalization and service infusion are introduced to create better customer experiences. This chapter introduces a service management model which is how service firms can navigate in the new service landscape. Service management is the core and serves as an integral part of a dynamic ecosystem, emphasizing the importance of creating, proposing, and capturing value for. It addresses the challenges of service innovation, service infusion, and digitalization that service firms can use to create better customer experiences. The chapter provides an overview of all contributions drawing on experiences from thought leaders at industrial firms and the Service Research Center (CTF) at Karlstad University in Sweden.

Keywords: Service management; Service innovation; Service infusion; Digitalization (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/978-3-031-76560-5_1

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