Service Management: Theory and Practice

This textbook provides an integrated approach to service management, covering operational dynamics, management issues, and business models. It builds on recent developments in service science and explores seven fundamental processes for successful management, including service business models, employee management, innovation, marketing, and internationalization. It is ideal for upper undergraduate and postgraduate students and practitioners.

\n Format: Paperback / softback
\n Length: 287 pages
\n Publication date: 27 November 2020
\n Publisher: Springer Nature Switzerland AG
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This comprehensive textbook provides a thorough and integrated approach to the theory and practice of service management, delving into the operational dynamics, management challenges, and business models employed by service firms. It builds upon recent advancements in service science, a multidisciplinary field that emphasizes integration, adaptability, optimization, sustainability, and rapid technological adoption. The book explores seven essential processes that are crucial for effective management of service businesses, offering valuable insights into:

Understanding the complexities of managing service businesses, encompassing both small and large multinational organizations

Exploring the diverse range of service business models, operations, and productivity

Gaining expertise in managing service employees and fostering a positive work environment

Exploring how service firms engage in product and process innovation to stay competitive

Understanding the intricacies of marketing, customer engagement, and service experiences

Navigating the challenges of internationalization and expanding service businesses across borders

Observing the ongoing servitization of manufacturing industries and its implications for service providers

This textbook is an invaluable resource for upper-level undergraduate and postgraduate students pursuing studies in service businesses, as well as practitioners seeking to enhance their understanding and expertise in this field. Its comprehensive coverage, practical insights, and interdisciplinary approach make it a must-have for anyone interested in advancing their knowledge and skills in service management.

\n Weight: 590g\n
Dimension: 214 x 515 x 23 (mm)\n
ISBN-13: 9783030520595\n
Edition number: 1st ed. 2020\n