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The Routledge Handbook of Service Research Insights and Ideas

Edited by: Eileen Bridges , Kendra Fowler

Print publication date:  April  2020
Online publication date:  April  2020

Print ISBN: 9780815372530
eBook ISBN: 9781351245234
Adobe ISBN:

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Book description

The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research.

Original chapters from the world?s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience.

This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.

Table of contents

Prelims Download PDF
Chapter  1:  Service-dominant logic Download PDF
Chapter  2:  Service-dominant logic and market innovation Download PDF
Chapter  3:  Service profit logic Download PDF
Chapter  4:  Customer-dominant service logic Download PDF
Chapter  5:  The servitization of manufacturing industries Download PDF
Chapter  6:  Typologies and frameworks in service innovation Download PDF
Chapter  7:  Front line employees as innovators Download PDF
Chapter  8:  Innovative service environments Download PDF
Chapter  9:  Finding the next edge in service innovation Download PDF
Chapter  10:  Modeling consumer engagement with front line service providers Download PDF
Chapter  11:  Front line service providers with two jobs Download PDF
Chapter  12:  Service process design and management Download PDF
Chapter  13:  Service supply chain configurations Download PDF
Chapter  14:  Strategic pathways to cost-effective service excellence Download PDF
Chapter  15:  Service digitization and the provider-to-customer handoff Download PDF
Chapter  16:  Managing customer performance in services Download PDF
Chapter  17:  Value co-creation and its meaning for customers Download PDF
Chapter  18:  Resource integration and co-creation Download PDF
Chapter  19:  Social media and customer engagement Download PDF
Chapter  20:  Executive ethical decisions initiating organizational culture and values  Download PDF
Chapter  21:  Transformative service research Download PDF
Chapter  22:  Green services and the quest for sustainable environment Download PDF
Chapter  23:  The convergence of not-for-profit services and the social enterprise Download PDF
Chapter  24:  Providing service in multicultural environments Download PDF
Index Download PDF
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