ABSTRACT
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.
Editor's Introduction Part 1: Foundations 1. Service Dominant Logic: Foundations and Applications 2. Service-Dominant Logic and Market Innovation 3. Service Profit Logic: Ensuring Customer Willingness to Pay 4. Customer-Dominant Service Logic 5. The Servitization of Manufacturing Industries Part 2: Innovation in Service Operations 6. Typologies and Frameworks in Service Innovation 7. Frontline Employees as Innovators 8. Innovative Service Environments 9. Finding the Next Edge in Service Innovation: A Complex Network Analysis Part 3: Organizing the Service Business 10. Modeling Consumer Engagement with Frontline Service Providers 11. Front Line Service Providers with Two Jobs: Antecedents of Naturally Felt Emotions 12. Service Process Design and Management 13. Service Supply Chain Configurations: From Agile to Efficient Value Networks 14. Strategic Pathways to Cost-Effective Service Excellence Part 4: Service Design, Delivery, and Customer Engagement 15. Service Digitization and the Provider-to-Customer Handoff 16. Managing Customer Performance in Services 17. Value Co-Creation and Its Meaning for Customers 18. Resource Integration and Co-creation: A Customer Journey Approach 19. Social Media and Customer Engagement Part 5: Ethics, Responsibility, and Culture 20. Executive Ethical Decisions Initiating Organizational Culture and Values 21. Transformative Service Research: Thoughts, Perspectives, and Research Directions 22. Green Services and the Quest for Sustainable Environment: Chasing a Holy Grail 23. The Convergence of Not-for-Profit Services and the Social Enterprise 24. Providing Service in Multicultural Environments
