Part 1: Perspectives on Service Management
Chapter 1: Overview of the Book
Chapter 2: Framing and Defining Service Management
Chapter 3: Service Management: Evolution, Current Challenges, and Opportunities
Chapter 4: Service Management Scope, Challenges, and Future Developments
Chapter 5: Is Service Management experiencing a Change of Era?
Chapter 6: Service-Dominant Logic and Service Management 4.0
Chapter 7: Adapting Service Management for the Sharing Economy
Part 2: Service Strategy
Chapter:8: Service Management Strategic Mindsets That Create Positive Customer and Employee Experiences
Chapter 9: Service Strategizing Shaping Service in Dynamic Contexts
Chapter 10: Servitization A State-of-the-Art Overview and Future Directions
Chapter 11: Servitization and the necessity of becoming ambidextrousa 12-year longitudinal study
Chapter 12: How contemporary scholarship addresses service management practices
Chapter 13: Contract Innovation: Driving Scale and Scope of Nonownership Value Propositions.-Chapter 14: 2.7 Managing the Exclusivity of Luxury Service Experiences
Part 3: Service Leadership and Transition
Chapter 15: The transformative role of resource integration in shaping a new service ecosystem
Chapter 16: Behavior changefive ways to facilitate co-creation of service for a better world
Chapter 17: Self-Leadership and Empowerment: Lessons from Service Firms
Chapter 18: Organizational communication in service management
Chapter 19: Culture-powered Service Excellence and Leadership-Chinese characteristics
Chapter 20: Towards socially responsible business: A typology of value postures in nested service ecosystems
Chapter 21: Customer-Centric Service Ecosystem for Emerging Markets
Chapter 22: Service Management for Sustainable Business Transformation
Chapter 23: Transformative Service Research: Where We Are and Moving Forward at the Collective Level
Part 4: Service Design and Innovation
Chapter 24: Service Design for systemic change in legacy organizations: A bottom-up approach to redesign
Chapter 25: Service Design - Innovation for Complex Systems
Chapter 26: The multiple identities of service design in organizations and innovation projects
Chapter 27: Tracing the Systems Turn in Service Design and Innovation: Convergence toward Service System Transformation
Chapter 28: Service Innovation in Networks: Co-creating a Network Business Model
Chapter 29: Beyond the line of visibility: towards sustainable service innovation
Chapter 30: Managing employee empowerment and engagement to foster service innovation
Chapter 31: Understanding Key Market Challenges Through Service Innovation
Part 5: Service Interaction, quality and operation
Chapter 32: Customer-to-customer interactions in service
Chapter 33: Understanding and managing customer experiences
Chapter 34: How customersresources influence their co-creation experience
Chapter 35: Measuring and Managing Customer Experience (CX): What works and what doesnt
Chapter 36: Improving service quality through individuals satisfaction. Evidence from the healthcare sector
Chapter 37: Service Productivities Next Top-Models
Chapter 38: Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences
Chapter 39: Service Failure and Complaints Management: An Overview
Chapter 40: Expanding the scope of service recovery
Part 6: Service Technology
Chapter 41: Technology in Service Systems
Chapter 42: Smart technologies in service provision and experience
Chapter 43: Rapport-Building Opportunities and Challenges in Technology-Infused Service Encounters
Chapter 44: Artificial intelligence and decision making: human-machine interactions for successful value co-creation
Chapter 45: Managing Artifical Intelligence Systems for Value Co-Creation. The case of Conversational Agents and Natural Language Assistants
Chapter 46: Servitization and Digitalization as Siamese Twins Concepts and Research Priorities
Chapter 47: Towards a New Service Reality - Human-Robot Collaboration at the Service Frontline. .