Service Management Through Service Platforms and Digitalization

Bård Tronvoll () and Bo Edvardsson ()
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Bård Tronvoll: University of Inland Norway
Bo Edvardsson: Karlstad University

Chapter 3 in Service Innovation and Management, 2025, pp 33-44 from Springer

Abstract: Abstract This chapter discusses service management from the perspective of the service ecosystem, which includes creating, proposing, and capturing value for all actors involved. Service management is becoming essential due to the increasing importance of the service sector in many economies worldwide and the servitization of manufacturing industries. This chapter highlights the challenges and opportunities for service management in the face of digitization and technological advances, including the emergence of service platforms as a dominant model and tool for service management. The chapter also emphasizes that service platforms should be understood as center-points in the service ecosystem, facilitating supply and demand among several actors. The service platform can also create opportunities for service managers to manage value co-creation effectively, facilitate collaboration, and provide tools and resources to customers. The chapter concludes by discussing the essential management considerations for service management, including multi-actor collaboration and ecosystem transformation.

Keywords: Service management; Platforms; Digitalization; Service ecosystem; Value co-creation (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/978-3-031-76560-5_3

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