The Palgrave Handbook of Service Management

Edvardsson, Bo; Tronvoll, Bård

The Palgrave Handbook of Service Management

Edited by Bo Edvardsson and Bård Tronvoll

in Springer Books from Springer

Date: 2022
ISBN: 978-3-030-91828-6
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Chapters in this book:

Overview of the Book: Bo Edvardsson and Bård Tronvoll
Defining and Framing Service Management: Bård Tronvoll and Bo Edvardsson
Service Management: Evolution, Current Challenges, and Opportunities: Bo Edvardsson and Bård Tronvoll
Service Management: Scope, Challenges, and Future Developments: Michael Kleinaltenkamp
Is Service Management Experiencing a Change of Era?: Jaqueline Pels and Cristina Mele
Service-Dominant Logic and Service Management 4.0: Julia A. Fehrer and Stephen L. Vargo
Adapting Service Management for the Sharing Economy: Sabine Benoit
Service Management Strategic Mindsets: That Create Positive Customer and Employee Experiences: David E. Bowen and Benjamin Schneider
Service Strategizing—Shaping Service in Dynamic Contexts: Tore Strandvik, Maria Holmlund-Rytkönen and Ilkka Lähteenmäki
Servitization: A State-of-the-Art Overview and Future Directions: Wolfgang Ulaga and Christian Kowalkowski
Servitization and the Necessity of Becoming Ambidextrous: A 12-Year Longitudinal Study: Peter R. Magnusson and JanErik Odhe
How Contemporary Scholarship Addresses Service Management Practices: Robert C. Ford and David Solnet
Contract Innovation: Driving Scale and Scope of Nonownership Value Propositions—Chapter Description: Michael Ehret and Jochen Wirtz
Managing the Exclusivity of Luxury Service Experiences: Jonas Holmqvist, Jochen Wirtz and Martin P. Fritze
The Transformative Role of Resource Integration in Shaping a New Service Ecosystem: Maria Colurcio, Angela Caridà and Monia Melia
Behavior Change: Five Ways to Facilitate Co-creation of Service for a Better World: Per Kristensson, Jonas Hjalmar Blom and Erik Wästlund
Self-Leadership and Empowerment: Lessons from Service Firms: Soumaya Ben Letaifa and Jean-Yves Mercier
Organizational Communication in Service Management: Larry Davis Browning, Jan-Oddvar Sørnes and Peer Jacob Svenkerud
Culture-Powered Service Excellence and Leadership: Chinese Characteristics: Xiucheng Fan, Tianran Wang and Shiyi Lu
Toward Socially Responsible Business: A Typology of Value Postures in Nested Service Ecosystems: Jonathan J. Baker, Vicki J. Little and Roderick J. Brodie
Customer-Centric Service Ecosystem for Emerging Markets: Varsha Jain, Anupama Ambika and Jagdish N. Sheth
Service Management for Sustainable Business Transformation: Bo Enquist and Samuel Petros Sebhatu
Transformative Service Research: Where We Are and Moving Forward at the Collective Level: Laurel Anderson and Ying Xue
Service Design for Systemic Change in Legacy Organizations: A Bottom-Up Approach to Redesign: Ingo O. Karpen, Josina Vink and Jakob Trischler
Service Design: Innovation for Complex Systems: Birgit Mager and Nick Leon
The Multiple Identities of Service Design in Organizations and Innovation Projects: Daniela Sangiorgi, Stefan Holmlid and Lia Patricio
Tracing the Systems Turn in Service Design and Innovation: Convergence Toward Service System Transformation: Kaisa Koskela-Huotari and Josina Vink
Service Innovation in Networks: Co-creating a Network Business Model: Kars Mennens, Dominik Mahr, Paul C. Fenema, Tom Schiefer and Adriana Saraceni
Beyond the Line of Visibility: Toward Sustainable Service Innovation: Lars Witell, Per Carlborg and Hannah Snyder
Managing Employee Empowerment and Engagement to Foster Service Innovation: Jon Sundbo and Lars Fuglsang
Understanding Key Market Challenges Through Service Innovation: Bo Edvardsson, Bård Tronvoll and Lars Witell
Customer-to-Customer Interactions in Service: Kristina Heinonen and Richard Nicholls
Understanding and Managing Customer Experiences: Elina Jaakkola, Larissa Becker and Ekaterina Panina
How Customers’ Resources Influence Their Co-creation Experience: Helena Alves and Cátia Jesus
Measuring and Managing Customer Experience (CX): What Works and What Doesn’t: Janet R. McColl-Kennedy and Mohamed Zaki
Improving Service Quality Through Individuals’ Satisfaction. Evidence from the Healthcare Sector: Roberta Guglielmetti Mugion, Maria Francesca Renzi and Laura Pietro
Service Productivities’ Next Top-Models: Christiane Hipp and Silvia Gliem
Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences: Lu Kong, Hessam Sadatsafavi and Rohit Verma
Service Failure and Complaints Management: An Overview: Chiara Orsingher, Arne Keyser, Dorottya Varga and Yves Vaerenbergh
Expanding the Scope of Service Recovery: Bård Tronvoll
Technology in Service: Anastasia Nanni and Andrea Ordanini
Smart Technologies in Service Provision and Experience: Cristina Mele, Tiziana Russo Spena and Valtteri Kaartemo
Rapport-Building Opportunities and Challenges in Technology-Infused Service Encounters: Sijun Wang and Dwayne D. Gremler
Artificial Intelligence and Decision-Making: Human–Machine Interactions for Successful Value Co-creation: Francesco Polese, Sergio Barile and Debora Sarno
Managing Artificial Intelligence Systems for Value Co-creation: The Case of Conversational Agents and Natural Language Assistants: Tom Lewandowski, Christian Grotherr and Tilo Böhmann
Servitization and Digitalization as “Siamese Twins”: Concepts and Research Priorities: Gerhard Satzger, Carina Benz, Tilo Böhmann and Angela Roth
Toward a New Service Reality: Human–Robot Collaboration at the Service Frontline: Werner H. Kunz, Stefanie Paluch and Jochen Wirtz

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

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