Service management : theory and practice / John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels.
Bryson, J. R., 1963- author.; Sundbo, Jon, author.; Fuglsang, Lars, author.; Daniels, P. W., author.
2020
HD9980.5 .B79 2020
Available Online

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Title Service management : theory and practice / John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels.
Author Bryson, J. R., 1963- author.
ISBN 9783030520601 electronic book
3030520609 electronic book
9783030520595 paperback
3030520595
9783030520595
DOI https://doi.org/10.1007/978-3-030-52060-1
Published Cham, Switzerland : Palgrave Macmillan, [2020]
Language English
Description 1 online resource : illustrations
Other Standard Identifiers 10.1007/978-3-030-52060-1 doi
Call Number HD9980.5 .B79 2020
Dewey Decimal Classification 658
Summary This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption. The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into: how to manage service businesses, with coverage of both small firms and large transnationals service business models, operations and productivity managing service employees how service firms engage in product and process innovation marketing, customers and service experiences internationalization of service businesses the ongoing servitization of manufacturing This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.
Bibliography, etc. Note Includes bibliographical references and index.
Access Note Access limited to authorized users.
Source of Description Description based on online resource; title from digital title page (viewed on February 01, 2021).
Added Author Sundbo, Jon, author.
Fuglsang, Lars, author.
Daniels, P. W., author.
Available in Other Form Print version: 9783030520595
Linked Resources Online Access
Record Appears in Online Resources > Ebooks
All Resources
1. Reading and Managing Service Businesses
2. Service Research and Service Theory
3. Business Models and Service Strategy
4. Techno Service Worlds? Digitization of Service Businesses
5. Service Operations and Productivity
6. Service Personnel and their Management
7. Process and Product Innovation in Service Businesses
8. Customer First: Understanding Customers
9. Marketing Services
10. Internationalizing Service Businesses
11. Supply Chains and Logistics Services
12. Servitization and Manufacturing Companies
13. Measuring Company Performance and Customer Satisfaction
14. Reading and Managing Service Businesses: An Integrated Case Study Approach.

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