The Routledge Handbook of Service Research Insights and Ideas

ISBN-13: 9780815372530 / Angielski / Twarda / 2020 / 520 str.

Eileen Bridges; Kendra Fowler

Opis

This volume 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.

Spis treści

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