Part 1: Perspectives on Service Management -- Chapter 1: Overview of the Book -- Chapter 2: Framing and Defining Service Management -- Chapter 3: Service Management: Evolution, Current Challenges, and Opportunities -- Chapter 4: Service Management – Scope, Challenges, and Future Developments...

From the resource-based view to dynamic capabilities -- Dynamic capabilities for service innovation -- Introducing data-driven service innovation -- Identifying actors and challenges -- Exploring actor roles and capabilities -- Towards a dynamic capability framework for data-driven service...

Chapter 1: Introducing Online Brand Communities -- Chapter 2: Participation and customer involvement -- Chapter 3: Online brand communities and loyalty intentions -- Chapter 4: Consumer engagement -- Chapter 5: Social identity and online brand communities -- Chapter 6: Brand and customer loyalty...

Einleitung -- Digitalisierung der Dienstleistungserbringung -- Serviceroboter zur Digitalisierung von Dienstleistungen -- Implikationen von Servicerobotern: Chancen, Herausforderungen und Handlungsempfehlungen -- Zusammenfassung und Ausblick.

Value propositions and service ecosystems from a service-dominant logic perspective -- The evolution of value propositions -- Perceived value propositions of service ecosystems -- Orchestrating service ecosystems through value propositions -- Towards a management framework for service ecosystems.