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Reading and Managing Service Businesses

In: Service Management

Author

Listed:
  • John R. Bryson

    (The University of Birmingham)

  • Jon Sundbo

    (Roskilde University)

  • Lars Fuglsang

    (Roskilde University)

  • Peter Daniels

    (The University of Birmingham)

Abstract

Reading and managing service businesses is an exercise in identifying challenges being experienced by firms and in identifying and exploring adaptation strategies. These strategies may include alterations to business models, to operational processes, to supply chains, to logistics and to customer relationship management. This chapter introduces service businesses and the concept of ‘service’. Initially, the focus is on exploring the shift towards service-led or service-dominated economies. This includes exploring alternative approaches to classifying service businesses. An approach based on classifying services by the type of experience or output created is developed. The chapter charts the rise of service businesses, activities and employment, but in relation to the whole economy. An overview of the history of the development of service firms, activities and employment is then provided. The chapter concludes by developing an approach to reading service businesses.

Suggested Citation

  • John R. Bryson & Jon Sundbo & Lars Fuglsang & Peter Daniels, 2020. "Reading and Managing Service Businesses," Springer Books, in: Service Management, edition 1, chapter 1, pages 1-20, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-52060-1_1
    DOI: 10.1007/978-3-030-52060-1_1
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