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The Palgrave Handbook of Service Management
Editor
Listed:
- Bo Edvardsson(Karlstad University)Bård Tronvoll(Karlstad University
Inland Norway University of Applied Sciences)
Abstract
No abstract is available for this item.
Individual chapters are listed in the "Chapters" tab
Suggested Citation
DOI: 10.1007/978-3-030-91828-6
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Book Chapters
The following chapters of this book are listed in IDEAS- Bo Edvardsson & Bård Tronvoll, 2022. "Overview of the Book," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 3-18, Springer.
- Bård Tronvoll & Bo Edvardsson, 2022. "Defining and Framing Service Management," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 19-33, Springer.
- Bo Edvardsson & Bård Tronvoll, 2022. "Service Management: Evolution, Current Challenges, and Opportunities," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 35-51, Springer.
- Michael Kleinaltenkamp, 2022. "Service Management: Scope, Challenges, and Future Developments," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 53-69, Springer.
- Jaqueline Pels & Cristina Mele, 2022. "Is Service Management Experiencing a Change of Era?," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 71-84, Springer.
- Julia A. Fehrer & Stephen L. Vargo, 2022. "Service-Dominant Logic and Service Management 4.0," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 85-106, Springer.
- Sabine Benoit, 2022. "Adapting Service Management for the Sharing Economy," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 107-125, Springer.
- David E. Bowen & Benjamin Schneider, 2022. "Service Management Strategic Mindsets: That Create Positive Customer and Employee Experiences," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 129-149, Springer.
- Tore Strandvik & Maria Holmlund-Rytkönen & Ilkka Lähteenmäki, 2022. "Service Strategizing—Shaping Service in Dynamic Contexts," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 151-168, Springer.
- Wolfgang Ulaga & Christian Kowalkowski, 2022. "Servitization: A State-of-the-Art Overview and Future Directions," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 169-200, Springer.
- Peter R. Magnusson & JanErik Odhe, 2022. "Servitization and the Necessity of Becoming Ambidextrous: A 12-Year Longitudinal Study," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 201-222, Springer.
- Robert C. Ford & David Solnet, 2022. "How Contemporary Scholarship Addresses Service Management Practices," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 223-245, Springer.
- Michael Ehret & Jochen Wirtz, 2022. "Contract Innovation: Driving Scale and Scope of Nonownership Value Propositions—Chapter Description," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 247-261, Springer.
- Jonas Holmqvist & Jochen Wirtz & Martin P. Fritze, 2022. "Managing the Exclusivity of Luxury Service Experiences," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 263-276, Springer.
- Maria Colurcio & Angela Caridà & Monia Melia, 2022. "The Transformative Role of Resource Integration in Shaping a New Service Ecosystem," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 277-301, Springer.
- Per Kristensson & Jonas Hjalmar Blom & Erik Wästlund, 2022. "Behavior Change: Five Ways to Facilitate Co-creation of Service for a Better World," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 303-314, Springer.
- Soumaya Ben Letaifa & Jean-Yves Mercier, 2022. "Self-Leadership and Empowerment: Lessons from Service Firms," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 317-333, Springer.
- Larry Davis Browning & Jan-Oddvar Sørnes & Peer Jacob Svenkerud, 2022. "Organizational Communication in Service Management," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 335-351, Springer.
- Xiucheng Fan & Tianran Wang & Shiyi Lu, 2022. "Culture-Powered Service Excellence and Leadership: Chinese Characteristics," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 353-369, Springer.
- Jonathan J. Baker & Vicki J. Little & Roderick J. Brodie, 2022. "Toward Socially Responsible Business: A Typology of Value Postures in Nested Service Ecosystems," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 371-391, Springer.
- Varsha Jain & Anupama Ambika & Jagdish N. Sheth, 2022. "Customer-Centric Service Ecosystem for Emerging Markets," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 393-410, Springer.
- Bo Enquist & Samuel Petros Sebhatu, 2022. "Service Management for Sustainable Business Transformation," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 411-435, Springer.
- Laurel Anderson & Ying Xue, 2022. "Transformative Service Research: Where We Are and Moving Forward at the Collective Level," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 437-455, Springer.
- Ingo O. Karpen & Josina Vink & Jakob Trischler, 2022. "Service Design for Systemic Change in Legacy Organizations: A Bottom-Up Approach to Redesign," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 457-479, Springer.
- Birgit Mager & Nick Leon, 2022. "Service Design: Innovation for Complex Systems," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 483-496, Springer.
- Daniela Sangiorgi & Stefan Holmlid & Lia Patricio, 2022. "The Multiple Identities of Service Design in Organizations and Innovation Projects," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 497-529, Springer.
- Kaisa Koskela-Huotari & Josina Vink, 2022. "Tracing the Systems Turn in Service Design and Innovation: Convergence Toward Service System Transformation," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 531-553, Springer.
- Kars Mennens & Dominik Mahr & Paul C. Fenema & Tom Schiefer & Adriana Saraceni, 2022. "Service Innovation in Networks: Co-creating a Network Business Model," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 555-575, Springer.
- Lars Witell & Per Carlborg & Hannah Snyder, 2022. "Beyond the Line of Visibility: Toward Sustainable Service Innovation," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 577-593, Springer.
- Jon Sundbo & Lars Fuglsang, 2022. "Managing Employee Empowerment and Engagement to Foster Service Innovation," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 595-612, Springer.
- Bo Edvardsson & Bård Tronvoll & Lars Witell, 2022. "Understanding Key Market Challenges Through Service Innovation," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 613-627, Springer.
- Kristina Heinonen & Richard Nicholls, 2022. "Customer-to-Customer Interactions in Service," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 629-654, Springer.
- Elina Jaakkola & Larissa Becker & Ekaterina Panina, 2022. "Understanding and Managing Customer Experiences," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 655-675, Springer.
- Helena Alves & Cátia Jesus, 2022. "How Customers’ Resources Influence Their Co-creation Experience," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 677-728, Springer.
- Janet R. McColl-Kennedy & Mohamed Zaki, 2022. "Measuring and Managing Customer Experience (CX): What Works and What Doesn’t," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 729-744, Springer.
- Roberta Guglielmetti Mugion & Maria Francesca Renzi & Laura Pietro, 2022. "Improving Service Quality Through Individuals’ Satisfaction. Evidence from the Healthcare Sector," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 745-772, Springer.
- Christiane Hipp & Silvia Gliem, 2022. "Service Productivities’ Next Top-Models," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 773-799, Springer.
- Lu Kong & Hessam Sadatsafavi & Rohit Verma, 2022. "Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 801-822, Springer.
- Chiara Orsingher & Arne Keyser & Dorottya Varga & Yves Vaerenbergh, 2022. "Service Failure and Complaints Management: An Overview," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 823-846, Springer.
- Bård Tronvoll, 2022. "Expanding the Scope of Service Recovery," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 849-868, Springer.
- Anastasia Nanni & Andrea Ordanini, 2022. "Technology in Service," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 869-886, Springer.
- Cristina Mele & Tiziana Russo Spena & Valtteri Kaartemo, 2022. "Smart Technologies in Service Provision and Experience," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 887-906, Springer.
- Sijun Wang & Dwayne D. Gremler, 2022. "Rapport-Building Opportunities and Challenges in Technology-Infused Service Encounters," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 907-923, Springer.
- Francesco Polese & Sergio Barile & Debora Sarno, 2022. "Artificial Intelligence and Decision-Making: Human–Machine Interactions for Successful Value Co-creation," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 927-944, Springer.
- Tom Lewandowski & Christian Grotherr & Tilo Böhmann, 2022. "Managing Artificial Intelligence Systems for Value Co-creation: The Case of Conversational Agents and Natural Language Assistants," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 945-966, Springer.
- Gerhard Satzger & Carina Benz & Tilo Böhmann & Angela Roth, 2022. "Servitization and Digitalization as “Siamese Twins”: Concepts and Research Priorities," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 967-989, Springer.
- Werner H. Kunz & Stefanie Paluch & Jochen Wirtz, 2022. "Toward a New Service Reality: Human–Robot Collaboration at the Service Frontline," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 991-1008, Springer.
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