The Routledge handbook of service research insights and ideas / edited by Eileen Bridges, Kendra Fowler.

Format:

Book

Contributor:

Bridges, Eileen, editor.

Fowler, Kendra, editor.

Series:

Routledge handbooks.

Routledge handbooks

Language:

English

Subjects (All):

Service industries--Research.

Service industries.

Customer services--Research.

Customer services.

Customer relations--Research.

Customer relations.

Physical Description:

1 online resource (541 pages).

Edition:

1st ed.

Place of Publication:

New York : Routledge, 2020.

Summary:

"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"-- Provided by publisher.

Contents:

Cover

Half Title

Title Page

Copyright Page

Table of Contents

Editors' introduction to the volume Eileen Bridges and Kendra Fowler

List of contributors

PART I: 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 II: Innovation in service operations

6. Typologies and frameworks in service innovation

7. Front line employees as innovators

8. Innovative service environments

9. Finding the next edge in service innovation: a complex network analysis

PART III: Organizing the service business

10. Modeling consumer engagement with front line 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 IV: 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 V: 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

Index.

Notes:

Description based on print version record.

ISBN:

1-351-24521-X

1-351-24522-8

1-351-24523-6

9781351245234

OCLC:

1114281995