Service Management : Theory and Practice

1. Reading and Managing Service Businesses -- 2. Service Research and Service Theory -- 3. Business Models and Service Strategy -- 4. Techno Service Worlds? Digitization of Service Businesses -- 5. Service Operations and Productivity -- 6. Service Personnel and their Management -- 7. Process and Product Innovation in Service Businesses -- 8. Customer First: Understanding Customers -- 9. Marketing Services -- 10. Internationalizing Service Businesses -- 11. Supply Chains and Logistics Services -- 12. Servitization and Manufacturing Companies -- 13. Measuring Company Performance and Customer Satisfaction -- 14. Reading and Managing Service Businesses: An Integrated Case Study Approach.