Research Handbook on Services Management
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Research Handbook on Services Management

Research Handbook on Services Management


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About the Book

This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field. Drawing together expert service researchers, the Research Handbook begins with an analysis of service strategy and operations management, before moving on to explore service innovation and design, serving customers, healthcare services and artificial intelligence in service. Chapters explore a wide range of topics including scarcity strategies, perceived justice in services, the role of culture and religion in service provision, and the implications of Covid-19 on healthcare service operations. The book concludes with a reflection on the fourth industrial revolution that is occurring now and the understanding of services in an era of advanced technologies. Addressing emerging challenges and opportunities, this Research Handbook will be critical reading for scholars and advanced students of services management and information systems. It will also be beneficial for practitioners and business managers in service industries.

Table of Contents:
Contents: A tribute to Mark M. Davis ix Joy M. Field Introduction to the Research Handbook on Services Management x Ravi S. Behara and Gang Li PART I SERVICE STRATEGY 1 Strategy in information intensive services 2 Uday M. Apte, Uday S. Karmarkar and Hiranya K. Nath 2 Servitization and innovation strategy – the trade-off between product R&D and service investments 23 Ornella Benedettini and Christian Kowalkowski 3 Understanding scarcity strategies in service firms 36 Huiling Huang, Stephanie Q. Liu and Jay Kandampully 4 Adopting a low-contact, high-focus healthcare service strategy in the era of pandemics 54 Uzay Damali, Enrico Secchi, Stephen S. Tax and Jeff Kessler PART II SERVICE INNOVATION AND DESIGN 5 Service innovation process in creative-intensive business services organizations 71 Fengjie Pan and Rohit Verma 6 Service design: managing services as a way of designing 88 Birgit Mager and Tina Weisser 7 Service support systems for ecostructuring decision support 103 Ralph D. Badinelli 8 Perceived justice and control of priority lines 117 Michael Dixon, David Rea, Liana Victorino and Craig Froehle 9 Co-creating services at the Base of the Pyramid (BoP): the role of bricolage 128 Karla Cabrera and Javier Reynoso 10 Failsafing service quality 143 Richard B. Chase and Douglas M. Stewart 11 Customer-focused service design for faster and more efficient services 153 Gang Li, Joy M. Field and Mark M. Davis PART III UNDERSTANDING AND SERVING CUSTOMERS 12 Customer success management 166 Vijay Mehrotra and Krishnamoorthy Subramanian 13 Culture and religion in service provision 180 Richard Metters 14 Are tech-savvy users more likely to use technology? An examination of market entry and customer experience 194 Xin Ding PART IV HEALTHCARE SERVICES 15 Implications of COVID-19 on operations in healthcare services 212 Sanjeev Bordoloi 16 Applying Lean healthcare in a non-profit hospital in Brazil 231 Ana Carolina Honda, Raquel Mizuki Eguchi Yoshida, Mateus Cecílio Gerolamo, Jeanne Liliane Marlene Michel and Mark M. Davis PART V SERVICE ANALYTICS 17 Service science in a world flooded with data 247 Jorge Grenha Teixeira, Vera Miguéis, Henriqueta Nóvoa and João Falcão e Cunha 18 The evolution of business analytics and their impact on the service industry 263 Ronald Klimberg 19 Text analytics of service customer reviews and feedback: understanding customers’ emotions and cognition in the hospitality industry 275 Jie J. Zhang, Spring H. Han and Rohit Verma PART VI AI IN SERVICES 20 The service robot revolution 296 Stefanie Paluch, Jochen Wirtz and Werner H. Kunz 21 Companion robots for well-being: a review and relational framework 309 Andrea Ruggiero, Dominik Mahr, Gaby Odekerken-Schröder, Tiziana Russo Spena and Cristina Mele 22 Rise of humanoid robots in hospitality services 331 Lina Zhong and Rohit Verma Epilogue: Service 4.0 346 Ravi S. Behara Index

About the Author :
Edited by Mark M. Davis, formerly Bentley University, US

Review :
‘The Research Handbook on Services Management captures Mark Davis’s enormous impact on service research – and assures his legacy as a scholar, educator, and friend. Covering the past, present, and future – and theory, models, and applications – this volume is sure to become essential reading for service scientists and service practitioners everywhere.’ ‘The Handbook provides a window into future directions in service strategies and delivery systems. It is a treasure trove of the best work of many highly-regarded researchers.’ ‘What a tour de force! The Research Handbook on Services Management covers a vast array of ideas and concepts with some of the world’s leading thinkers offering their insights and views on the future of services. It’s a real testament to Mark M. Davis that so many have contributed to this edited volume. It is such a shame that Mark is no longer with us. The service management community has lost a great friend and leader, but his memory lives on in this superb Handbook.’


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Product Details
  • ISBN-13: 9781800375642
  • Publisher: Edward Elgar Publishing Ltd
  • Publisher Imprint: Edward Elgar Publishing Ltd
  • Height: 244 mm
  • No of Pages: 368
  • ISBN-10: 1800375646
  • Publisher Date: 05 Aug 2022
  • Binding: Hardback
  • Language: English
  • Width: 169 mm


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