The Palgrave Handbook of Service Management

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.

Auteur

Bo Edvardsson, is Professor of Business Administration and founder of the Service Research Centre, Karlstad University Sweden. Bård Tronvoll is Professor of Business administration at the Service Research Centre, Karlstad University Sweden, and at Inland Norway University of Applied Sciences, Norway.

Contenu

THEME 1: Perspectives on Service Management
1.1 Service Management: Evolution and State-of-the-art Bo Edvardsson, professor, Center for Service Research, Karlstad University, Sweden, bo.edvardsson@kau.se

Bård Tronvoll, professor, Center for Service Research, Karlstad University, Sweden and Inland Norway University of Applied Sciences, Norway, bard.tronvoll@inn.no

We define service as a perspective on value creation and service management as "a set of organizational competencies for enabling and realizing value creation through service" The chapter gives a brief overview of the evolution of service research and how to managing service in practice. A major part of the chapter will focus on a state-of-the-art discussion on the different themes of the book, including how they are related. This will be illustrated with examples from service management practice.

1.2 Service Management - Scope, challenges, and future developments Prof. a.D. Dr. Dr. h.c. Michael Kleinaltenkamp, Freie Universität Berlin, School of Business & Economics, Marketing Department, Germany

Email: Michael.Kleinaltenkamp@fu-berlin.de

Based on the different understandings of the concept of service, the chapter will first give an overview of the different forms of service management (e.g. B2C vs. B2B, person-related vs. object-related, individual vs. collective, analog vs. virtual). In addition, specific challenges service management is facing are explained (e.g. integration of various resources and actors, significance of human resources, human-machine interaction). Finally, future developments in service management are discussed. They relate to the simplified and cost-efficient coordination of getting access to resources, new forms of securing and transferring rights, the reduction of (labor) costs through the use of new technologies, the development of new service offerings resulting from increased and simplified data use, and finally the development of new service offerings related to service-related data use itself.

1.3 Service-Dominant Logic: Foundations and Service Management Applications Stephen L. Vargo, Professor, Shidler College of Business, University of Hawaii at Manoa, USA, Email: svargo@hawaii.edu

Dr. Julia Fehrer, Senior Lecturer, University of Auckland, New Zealand, Email: j.fehrer@auckland.ac.nz

As a metatheoretical framework for understanding value cocreation through service ecosystems, Service-dominant Logic has been evolved over the last 20 years. This chapter will highlight that development and provide an overview of the current sate and status of the framework. Additionally, it will address midrange theory application of the framework for service management.

1.4 What Service Science Means for Service Practice Paul P. Maglio, Professor, Ernest and Julio Gallo Management Program, University of California, Merced, Email: pmaglio@ucmerced.edu

Service science aims to integrate theories and methods from several areas to create a unified field of science, engineering, management, and design that is focused on complex human-centered service systems composed of people, technology, organizations, and information operating together to create mutual value. Taking a service science perspective means focusing attention on the people, systems, and mechanisms of value creation - and this has implications for service practice, including implications for interaction design, system design, and value assessment.

1.5 Service Management for Business Societal Transformation Professor Bo Enquist, CTF, Service Research Center, Karlstad University, Sweden, Email: Bo.Enquist@kau.se

Assistant Professor Samuel Petros Sebhatu, CTF, Service Research Center, Karlstad University, Sweden, Email: Samuel.Petros@kau.se

There is a new reality for business and society that comes before and after the COVID-19 pandemic. Before the pandemic the economic and social service systems were accelerated based on the trends of globalization and tech[i]nology embeded on sustainablility. After the pandemic will have a enduring impact on the way organizaton look and service delivered. This impact with globalization and technology enabling the business societal transformation. A transformation that takes place in complex environments demands the engagement of different types of stakeholders from different organizations and domains, which impact the whole service management integrates both the organization and the customer. Service Management is not only for micro and meso processes. It need also to meet global challenges of complexity and wicked problems. In this book chapter, we go back to the roots of Service Management with a societal aspect; to serve someone with the insight that business and ethics are intertwined and cannot be separated. The main focus of this chapter is to highlight on using service management for going from firm centric to a broader sustainable stakeholder view, and societal perspective for Business Societal Transformation meeting those challenges of mobilizing, managing and using resources in a more proactive way which is not limit to the boundary of the company itself. The book chapter will contribute on understanding that challenge-driven transformative change is not an ad-hoc change process. It is a vision- and goal-driven change process. Service Management for Business Societal Transformation will got a new meaning not only to handle value co-creation but also related to an open business model and a change of mindset meeting economic, social, and environmental challenges.

1.6 Service Management and Sustainability?? Anu Helkula

Eric Arnould THEME 2: Service Strategy

2.1 Servitization - A State-of-the-Art Overview and Future Directions Christian Kowalkowski, Professor of Industrial Marketing, Department of Management and Engineering, Linköping University, Email: christian.kowalkowski@liu.se

Wolfgang Ulaga, Senior Affiliate Professor of Marketing, INSEAD Europe Campus, Marketing Area, Boulevard de Constance, 77305 Fontainebleau, France, Email: wolfgang.ulaga@insead.edu

In many markets, servitization has emerged over the past two decades as a major growth engine for companies for firms seeking to grow beyond their traditional product core. In this chapter, we first discuss the conceptual foundations of servitization and review the main driving forces underlying firms' strategic move towards service transition. We then provide a state-of-the-art overview of the servitization literature and discuss key insights from this prolific research domain. Finally, against the backdrop of growing digital transformation across many industries, we discuss key trends that…