TY  - GEN
AB  - This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as a set of organizational competencies for enabling and realizing value creation through service, it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
AU  - Edvardsson, Bo,
AU  - Tronvoll, Bård,
CN  - HF5415.5
DO  - 10.1007/978-3-030-91828-6
DO  - doi
ID  - 1447454
KW  - Customer services
KW  - Service à la clientèle
LK  - https://univsouthin.idm.oclc.org/login?url=https://link.springer.com/10.1007/978-3-030-91828-6
N1  - Includes index.
N2  - This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as a set of organizational competencies for enabling and realizing value creation through service, it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
SN  - 9783030918286
SN  - 3030918289
T1  - The Palgrave handbook of service management /
TI  - The Palgrave handbook of service management /
UR  - https://univsouthin.idm.oclc.org/login?url=https://link.springer.com/10.1007/978-3-030-91828-6
ER  -