How Contemporary Scholarship Addresses Service Management Practices

Robert C. Ford () and David Solnet ()
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Robert C. Ford: University of Central Florida
David Solnet: University of Queensland Business School

A chapter in The Palgrave Handbook of Service Management, 2022, pp 223-245 from Springer

Abstract: Abstract This chapter identifies current managerial challenges and showcases how contemporary scholarship can be of value in addressing these challenges. Mindful of the impacts of the COVID-19 pandemic, this chapter weaves contemporary scholarship with informed speculation as to what service management practices will be in a post-COVID world. We selected four topics that we feel merit the most attention in a Handbook used by future scholars and practitioners. These are humanizing the service experience; contingent (gig) work and workers; the evolution from customer service to customer experience; and finally, managing diverse customer resources in the co-production of a service experience.

Keywords: Huminizing; Contingent work; Customer experience; Customer participation (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_12

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DOI: 10.1007/978-3-030-91828-6_12

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