Service Management Theory and Practice
This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as
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John R. Bryson Jon Sundbo Lars Fuglsang Peter Daniels
Service Management “Theory and Practice is different from other books; it emphasizes value creation through interdependencies of systems, structures, processes and outcomes in service businesses. The book is a must read for executives not only in service businesses but also in manufacturing companies and for those taking courses in service management, both at universities and in executive development programs. It is also a must read for scholars who are searching for an overview of service management theory and practice.” —Bo Edvardsson, Professor of Business Administration and Founder of Service Research Center (CTF), Karlstad University, Sweden “This new service management textbook provides timely information about the impact of artificial intelligence and the current pandemic on the opportunities and need for service innovation. The authors are well-known for their numerous contributions to the service research field, and this textbook draws on and synthesizes considerable recent service theory that is impacting service practice today. In sum, practitioners, students, and researchers can all benefit from reading this timely work and gain insights from the multiple perspectives on service theory and practice it offers for managing a service business.” —Jim Spohrer, Cognitive Opentech Group (COG), IBM, San Jose, CA, USA
John R. Bryson • Jon Sundbo Lars Fuglsang • Peter Daniels
Service Management Theory and Practice
John R. Bryson Department of Strategy and International Business The University of Birmingham Edgbaston, UK Lars Fuglsang Roskilde University Roskilde, Denmark
Jon Sundbo Roskilde University Roskilde, Denmark Peter Daniels The University of Birmingham Edgbaston, UK
ISBN 978-3-030-52059-5 ISBN 978-3-030-52060-1 (eBook) https://doi.org/10.1007/978-3-030-52060-1 © The Editor(s) (if applicable) and The Author(s), under exclusive licence to Springer Nature Switzerland AG 2020 This work is subject to copyright. All rights are solely and exclusively licensed by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, expressed or implied, with respect to the material contained herein or for any
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