The Palgrave handbook of service management:
Gespeichert in:
| Weitere Verfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Cham
palgrave macmillan
[2022]
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | LI, 1012 Seiten |
| ISBN: | 9783030918279 |
Internformat
MARC
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents Part I Perspectives on Service Management 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 1 3 19 35 Service Management: Scope, Challenges, and Future Developments Michael Kleinaltenkamp 53 Is Service Management Experiencing a Change of Era? Jaqueline Pels and Cristina Mele 71 Service-Dominant Logic and Service Management 4.0 Julia A. Fehrer and Stephen L. Vargo 85 Adapting Service Management for the Sharing Economy Sabine Benoit 107 xi
xii Partii Contents Service Strategy Service Management Strategic Mindsets: That Create Positive Customer and Employee Experiences David E. Bowen and Benjamin Schneider 127 129 Service Strategizing—Shaping Service in Dynamic Contexts Tore Strandvik, Maria Holmlund-Rytkönen, and Ilkka Lähteenmäki 151 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 andJanErik Odhe 169 201 How Contemporary Scholarship Addresses Service Management Practices Robert C. Ford and David Soinet 223 Contract Innovation: Driving Scale and Scope of Nonownership Value Propositions—Chapter Description Michael Ehret andJochen Wirtz 247 Managing the Exclusivity of Luxury Service Experiences Jonas Holmqvist, Jochen Wirtz, and Martin P. Fritze 263 The Transformative Role of Resource Integration in Shaping a New Service Ecosystem 277 Maria Colurcio, Angela Caridà, and Monia Melia Behavior Change: Five Ways to Facilitate Co-creation of Service for a Better World 303 Per Kristensson, Jonas Hjalmar Blom, and Erik Wastlund
Contents Part III Service Leadership and Transition xiii 315 Self-Leadership and Empowerment։ Lessons from Service Firms Soumaya Ben Letaifa andJean-Yves Mercier 317 Organizational Communication in Service Management Larry Davis Browning, Jan-Oddvar Sørnes, and Peer Jacob Svenkerud 335 Culture-Powered Service Excellence and Leadership: Chinese Characteristics Xiucheng Fan, Tianran Wang, and Shiyi Lu 353 Toward Socially Responsible Business: A Typology ofValue Postures in Nested Service Ecosystems Jonathan J. Baker, Vicki J. Little, and Roderick J. Brodie 371 Customer-Centric Service Ecosystem for Emerging Markets Varsha Jain, Anupama Ambika, andJagdish N Sheth 393 Service Management for Sustainable Business Transformation Bo Enquist and Samuel Petros Sebhatu 411 Transformative Service Research: Where We Are and Moving Forward at the Collective Level Laurel Anderson and Ying Xue 437 Service Design for Systemic Change in Legacy Organizations: A Bottom-Up Approach to Redesign Lngo O. Karpen, Josina Vink, and Jakob Trischler 457 Part IV Service Design and Innovation Service Design: Innovation for Complex Systems Birgit Mager and Nick de Leon The Multiple Identities of Service Design in Organizations and Innovation Projects Daniela Sangiorgi, Stefan Holmlid, and Lia Patricio 481 483 497
xiv Contents Tracing the Systems Turn in Service Design and Innovation: Convergence Toward Service System Transformation Kaisa Koskela-Huotari andJosina Vink Service Innovation in Networks: Со-creating a Network Business Model Kars Mennens, Dominik Mahr, Paul C. van Fenema, Tom Schiefer, and Adriana Saraceni 531 555 Beyond the Line ofVisibility: Toward Sustainable Service Innovation Lars Witell, Per Carlborg, and Hannah Snyder 577 Managing Employee Empowerment and Engagement to Foster Service Innovation Jon Sundbo and Lars Fuglsang 595 Understanding Key Market Challenges Through Service Innovation Bo Edvardsson, Bård Tronvoll, and Lars Witell 613 Customer-to-Customer Interactions in Service Kristina Heinonen and Richard Nicholls 629 Understanding and Managing Customer Experiences Elina Jaakkola, Larissa Becker, and Ekaterina Panina 655 How Customers’ Resources Influence Their Co~creation Experience Helena Alves and Cátia Jesus 677 Measuring and Managing Customer Experience (CX): What Works and What Doesn’t Janet R McColl-Kennedy and Mohamed Zaki 729 Improving Service Quality Through Individuals’ Satisfaction. Evidence from the Healthcare Sector Roberta Guglielmetti Mugion, Maria Francesca Renzi, and Laura Di Pietro 745
Contents Service Productivities’ Next Top-Models XV 773 Christiane Hipp and Silvia Gliem Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences 801 Lu Kong, Hessam Sadatsafavi, and Rohit Verma Service Failure and Complaints Management: An Overview 823 Chiara Orsingher, Arne De Keyser, Dorottya Varga, and Yves Van Vaerenbergh PartV Service Interaction, Quality and Operation 847 Expanding the Scope of Service Recovery Bård Tronvoll 849 Technology in Service Anastasia Nanni and Andrea Ordanini 869 Smart Technologies in Service Provision and Experience Cristina Mele, Tiziana Russo Spena, and Valtteri Kaartemo 887 Rapport-Building Opportunities and Challenges in Technology-Infused Service Encounters Sijun Wang and Dwayne D. Gremler Part VI Service Technology Artificial Intelligence and Decision-Making: Human-Machine Interactions for Successful Value Co-creation Francesco Polese, Sergio Bartle, 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 Bohmann 907 925 927 945
xvi Contents Servitization and Digitalization as “Siamese Twins”: Concepts and Research Priorities Gerhard Satzger, Carina Benz, Tilo Bohmann, and Angela Roth 967 Toward a New Service Reality: Human—Robot Collaboration at the Service Frontline Werner H. Kunz, Stefanie Paluch, andJochen Wirtz 991 Index 1009
|
| adam_txt |
Contents Part I Perspectives on Service Management 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 1 3 19 35 Service Management: Scope, Challenges, and Future Developments Michael Kleinaltenkamp 53 Is Service Management Experiencing a Change of Era? Jaqueline Pels and Cristina Mele 71 Service-Dominant Logic and Service Management 4.0 Julia A. Fehrer and Stephen L. Vargo 85 Adapting Service Management for the Sharing Economy Sabine Benoit 107 xi
xii Partii Contents Service Strategy Service Management Strategic Mindsets: That Create Positive Customer and Employee Experiences David E. Bowen and Benjamin Schneider 127 129 Service Strategizing—Shaping Service in Dynamic Contexts Tore Strandvik, Maria Holmlund-Rytkönen, and Ilkka Lähteenmäki 151 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 andJanErik Odhe 169 201 How Contemporary Scholarship Addresses Service Management Practices Robert C. Ford and David Soinet 223 Contract Innovation: Driving Scale and Scope of Nonownership Value Propositions—Chapter Description Michael Ehret andJochen Wirtz 247 Managing the Exclusivity of Luxury Service Experiences Jonas Holmqvist, Jochen Wirtz, and Martin P. Fritze 263 The Transformative Role of Resource Integration in Shaping a New Service Ecosystem 277 Maria Colurcio, Angela Caridà, and Monia Melia Behavior Change: Five Ways to Facilitate Co-creation of Service for a Better World 303 Per Kristensson, Jonas Hjalmar Blom, and Erik Wastlund
Contents Part III Service Leadership and Transition xiii 315 Self-Leadership and Empowerment։ Lessons from Service Firms Soumaya Ben Letaifa andJean-Yves Mercier 317 Organizational Communication in Service Management Larry Davis Browning, Jan-Oddvar Sørnes, and Peer Jacob Svenkerud 335 Culture-Powered Service Excellence and Leadership: Chinese Characteristics Xiucheng Fan, Tianran Wang, and Shiyi Lu 353 Toward Socially Responsible Business: A Typology ofValue Postures in Nested Service Ecosystems Jonathan J. Baker, Vicki J. Little, and Roderick J. Brodie 371 Customer-Centric Service Ecosystem for Emerging Markets Varsha Jain, Anupama Ambika, andJagdish N Sheth 393 Service Management for Sustainable Business Transformation Bo Enquist and Samuel Petros Sebhatu 411 Transformative Service Research: Where We Are and Moving Forward at the Collective Level Laurel Anderson and Ying Xue 437 Service Design for Systemic Change in Legacy Organizations: A Bottom-Up Approach to Redesign Lngo O. Karpen, Josina Vink, and Jakob Trischler 457 Part IV Service Design and Innovation Service Design: Innovation for Complex Systems Birgit Mager and Nick de Leon The Multiple Identities of Service Design in Organizations and Innovation Projects Daniela Sangiorgi, Stefan Holmlid, and Lia Patricio 481 483 497
xiv Contents Tracing the Systems Turn in Service Design and Innovation: Convergence Toward Service System Transformation Kaisa Koskela-Huotari andJosina Vink Service Innovation in Networks: Со-creating a Network Business Model Kars Mennens, Dominik Mahr, Paul C. van Fenema, Tom Schiefer, and Adriana Saraceni 531 555 Beyond the Line ofVisibility: Toward Sustainable Service Innovation Lars Witell, Per Carlborg, and Hannah Snyder 577 Managing Employee Empowerment and Engagement to Foster Service Innovation Jon Sundbo and Lars Fuglsang 595 Understanding Key Market Challenges Through Service Innovation Bo Edvardsson, Bård Tronvoll, and Lars Witell 613 Customer-to-Customer Interactions in Service Kristina Heinonen and Richard Nicholls 629 Understanding and Managing Customer Experiences Elina Jaakkola, Larissa Becker, and Ekaterina Panina 655 How Customers’ Resources Influence Their Co~creation Experience Helena Alves and Cátia Jesus 677 Measuring and Managing Customer Experience (CX): What Works and What Doesn’t Janet R McColl-Kennedy and Mohamed Zaki 729 Improving Service Quality Through Individuals’ Satisfaction. Evidence from the Healthcare Sector Roberta Guglielmetti Mugion, Maria Francesca Renzi, and Laura Di Pietro 745
Contents Service Productivities’ Next Top-Models XV 773 Christiane Hipp and Silvia Gliem Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences 801 Lu Kong, Hessam Sadatsafavi, and Rohit Verma Service Failure and Complaints Management: An Overview 823 Chiara Orsingher, Arne De Keyser, Dorottya Varga, and Yves Van Vaerenbergh PartV Service Interaction, Quality and Operation 847 Expanding the Scope of Service Recovery Bård Tronvoll 849 Technology in Service Anastasia Nanni and Andrea Ordanini 869 Smart Technologies in Service Provision and Experience Cristina Mele, Tiziana Russo Spena, and Valtteri Kaartemo 887 Rapport-Building Opportunities and Challenges in Technology-Infused Service Encounters Sijun Wang and Dwayne D. Gremler Part VI Service Technology Artificial Intelligence and Decision-Making: Human-Machine Interactions for Successful Value Co-creation Francesco Polese, Sergio Bartle, 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 Bohmann 907 925 927 945
xvi Contents Servitization and Digitalization as “Siamese Twins”: Concepts and Research Priorities Gerhard Satzger, Carina Benz, Tilo Bohmann, and Angela Roth 967 Toward a New Service Reality: Human—Robot Collaboration at the Service Frontline Werner H. Kunz, Stefanie Paluch, andJochen Wirtz 991 Index 1009 |
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| isbn | 9783030918279 |
| language | English |
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| spelling | The Palgrave handbook of service management Bo Edvardsson, Bård Tronvoll, editors Cham palgrave macmillan [2022] © 2022 LI, 1012 Seiten txt rdacontent n rdamedia nc rdacarrier Operations Research and Decision Theory Innovation and Technology Management Operations research Technological innovations Edvardsson, Bo 1952- (DE-588)170533190 edt Tronvoll, Bård edt Erscheint auch als Online-Ausgabe 978-3-030-91827-9 Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=033670387&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | The Palgrave handbook of service management Operations Research and Decision Theory Innovation and Technology Management Operations research Technological innovations |
| title | The Palgrave handbook of service management |
| title_auth | The Palgrave handbook of service management |
| title_exact_search | The Palgrave handbook of service management |
| title_exact_search_txtP | The Palgrave handbook of service management |
| title_full | The Palgrave handbook of service management Bo Edvardsson, Bård Tronvoll, editors |
| title_fullStr | The Palgrave handbook of service management Bo Edvardsson, Bård Tronvoll, editors |
| title_full_unstemmed | The Palgrave handbook of service management Bo Edvardsson, Bård Tronvoll, editors |
| title_short | The Palgrave handbook of service management |
| title_sort | the palgrave handbook of service management |
| topic | Operations Research and Decision Theory Innovation and Technology Management Operations research Technological innovations |
| topic_facet | Operations Research and Decision Theory Innovation and Technology Management Operations research Technological innovations |
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