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Service Strategizing—Shaping Service in Dynamic Contexts

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Tore Strandvik

    (Hanken School of Economics)

  • Maria Holmlund-Rytkönen

    (Hanken School of Economics)

  • Ilkka Lähteenmäki

    (Department of Industrial Engineering and Management, Aalto University)

Abstract

We elaborate the idea that individual actor’s mental models in use are significant and need to be recognized in service management theorizing and practice. In increasingly dynamic business contexts, mental models of service value creation are challenged and the capability to update them becomes critical. We outline a conceptual framework depicting continuous strategy work in dynamic contexts, labeled service strategizing, where doing, observing, and thinking represent embodiments of mental models. We propose that updating a mental model happens by reflection. The new perspective on service management offers opportunities for further service research and ideas for improvement in service practice.

Suggested Citation

  • 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.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_9
    DOI: 10.1007/978-3-030-91828-6_9
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