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Service Management: Scope, Challenges, and Future Developments

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Michael Kleinaltenkamp

    (Marketing Department, School of Business & Economics, Freie Universität Berlin)

Abstract

Depending on the understanding of the term service, service management encompasses very different aspects. This chapter identifies four perspectives on service that build the foundation for corresponding views of what is service management. Despite these differences, the common core of the various perspectives is that the coordination of service activities and the actors involved forms their focal aspect. To increase the efficiency of the resulting coordination tasks, a number of efforts are being made, particularly in the field of information technologies. We conclude that these endeavors are challenges and opportunities alike for the future development of service management.

Suggested Citation

  • 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.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_4
    DOI: 10.1007/978-3-030-91828-6_4
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