Research handbook on services management

edited by Mark M. Davis, formerly Bentley University, US.)

"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"--

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Year of publication:	2022
Other Persons:	Davis, Mark (ed.)
Publisher:	Cheltenham, UK : Edward Elgar Publishing
Subject:	Dienstleistungsmanagement \| Service management
Published items:	23 hits in ECONIS - Online Catalogue of the ZBW

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Extent:	1 Online-Ressource (368 pages)
Series:	Elgar encyclopedias in the social sciences series
Type of publication:	Book / Working Paper
Type of publication (narrower categories):	Aufsatzsammlung ; Handbuch ; Handbook
Language:	English
Notes:	Includes bibliographical references and index Contents: a tribute to mark m. Davis / Joy M. Field Introduction to the Research Handbook on Services Management / Ravi S. Behara and Gang Li -- Part I: Service strategy -- 1. Strategy in information intensive services / 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 / Ornella Benedettini and Christian Kowalkowski -- 3. Understanding scarcity strategies in service firms / Huiling Huang, Stephanie Q. Liu and Jay Kandampully -- 4. Adopting a low-contact, high-focus healthcare service strategy in the era of pandemics / 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 / Fengjie Pan and Rohit Verma -- 6. Service design: Managing services as a way of designing / Birgit Mager and Tina Weisser -- 7. Service support systems for ecostructuring decision support / Ralph D. Badinelli -- 8. Perceived justice and control of priority lines / Michael Dixon, David Rea, Liana Victorino and Craig Froehle -- 9. Co-creating services at the base of the pyramid (bop): The role of bricolage / Karla Cabrera and Javier Reynoso -- 10. Failsafing service quality / Richard B. Chase and Douglas M. Stewart -- 11. Customer-focused service design for faster and more efficient services / Gang Li, Joy M. Field and Mark M. Davis -- Part III: Understanding and serving customers -- 12. Customer success management / Vijay Mehrotra and Krishnamoorthy Subramanian -- 13. Culture and religion in service provision / Richard Metters -- 14. Are tech-savvy users more likely to use technology? An examination of market entry and customer experience / Xin Ding -- Part IV: Healthcare services -- 15. Implications of covid-19 on operations in healthcare services / Sanjeev Bordoloi -- 16. Applying lean healthcare in a non-profit hospital in brazil / 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 / 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 / Ronald Klimberg -- 19. Text analytics of service customer reviews and feedback: Understanding customers' emotions and cognition in the hospitality industry / Jie J. Zhang, Spring H. Han and Rohit Verma -- Part VI: AI in services -- 20. The service robot revolution / Stefanie Paluch, Jochen Wirtz and Werner H. Kunz -- 21. Companion robots for well-being: A review and relational framework / Andrea Ruggiero, Dominik Mahr, Gaby Odekerken-Schröder, Tiziana Russo Spena and Cristina Mele -- 22. Rise of humanoid robots in hospitality services / Lina Zhong and Rohit Verma Epilogue: Service 4.0 / Ravi S. Behara -- Index.
ISBN:	978-1-80037-565-9 ; 978-1-80037-564-2
Other identifiers:	10.4337/9781800375659 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://www.econbiz.de/10013400346