Reading and Managing Service Businesses

John R. Bryson (), Jon Sundbo (), Lars Fuglsang () and Peter Daniels ()
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John R. Bryson: The University of Birmingham
Jon Sundbo: Roskilde University
Lars Fuglsang: Roskilde University
Peter Daniels: The University of Birmingham

Chapter 1 in Service Management, 2020, pp 1-20 from Springer

Abstract: Abstract Reading and managing service businesses is an exercise in identifying challenges being experienced by firms and in identifying and exploring adaptation strategies. These strategies may include alterations to business models, to operational processes, to supply chains, to logistics and to customer relationship management. This chapter introduces service businesses and the concept of ‘service’. Initially, the focus is on exploring the shift towards service-led or service-dominated economies. This includes exploring alternative approaches to classifying service businesses. An approach based on classifying services by the type of experience or output created is developed. The chapter charts the rise of service businesses, activities and employment, but in relation to the whole economy. An overview of the history of the development of service firms, activities and employment is then provided. The chapter concludes by developing an approach to reading service businesses.

Keywords: Reading service businesses; Defining services; Service work; Typologies of services; Value creation; Service experiences (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-52060-1_1

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DOI: 10.1007/978-3-030-52060-1_1

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