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xvii | |
| Preface and acknowledgments |
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xxiii | |
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SECTION 1 TERTIARIZATION AND SERVICES: DEFINITIONS AND THEORIES |
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1.1 Definitions and classifications |
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Architectural (or Assembled) Services |
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3 | (2) |
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Characteristics of Services |
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5 | (2) |
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The Concept of Services in EU Legal Texts |
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7 | (2) |
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Gadrey's Service Triangle |
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9 | (2) |
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Industry Borders and the Size of the Services-Producing Sector |
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11 | (2) |
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13 | (4) |
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17 | (2) |
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19 | (2) |
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Services in National Accounts |
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21 | (1) |
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22 | (3) |
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1.2 Sectors and activities |
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Big Four Audit and Accounting Firms |
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25 | (4) |
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Construction as a Service |
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29 | (2) |
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Cultural and Creative Industries |
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31 | (2) |
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33 | (2) |
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Factoryless Goods Producing Firms |
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35 | (1) |
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36 | (2) |
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38 | (2) |
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40 | (2) |
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42 | (1) |
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43 | (3) |
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Introduction to Web Services |
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46 | (1) |
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Knowledge-Intensive Business Services (KIBS) |
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47 | (5) |
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Knowledge-Intensive Social Services (KISS) |
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52 | (1) |
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53 | (2) |
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Stephane Bourliataux-Lajoinie |
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Management Consultants: From Pariah to Hegemon? |
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55 | (4) |
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The Many Service Dimensions of Agriculture |
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59 | (5) |
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Professional Service Firms |
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64 | (1) |
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65 | (1) |
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Publishing and Editing as a Service |
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66 | (3) |
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69 | (2) |
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Transportation and Logistics Services |
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71 | (3) |
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1.3 Structural change, tertiarization and markets |
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74 | (3) |
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Household Services Consumption |
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77 | (3) |
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Input-Output and Services |
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80 | (3) |
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83 | (5) |
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Productivity and Performance in Services |
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88 | (4) |
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92 | (4) |
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96 | (1) |
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Structural Change and Tertiarization in Developing Countries |
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97 | (3) |
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1.4 Services in economic and management thought: concepts and theories |
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Alfred Sauvy, Services and the Spillover Theory |
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100 | (1) |
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Allan Fisher and the Tertiary Sector |
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101 | (1) |
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Circular Economy and Services |
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102 | (1) |
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Colin Clark and the Generalization of the Three-Sector Model |
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103 | (1) |
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Complex Systems, Risk Economics and Services: Giarini's Contribution |
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104 | (1) |
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Daniel Bell and the Post-Industrial Society |
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105 | (1) |
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The Experience Economy and Service Experiences |
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106 | (4) |
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Frederic Bastiat and Services |
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110 | (1) |
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The Functional and Performance Economy in Services |
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111 | (3) |
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Harry Greenfield and the Focus on Producer Services |
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114 | (1) |
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Heinrich Storch and "Internal Goods" |
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115 | (2) |
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Ibn Khaldun and the Many Ways to Make a Living |
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117 | (1) |
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The Increasing Complexity and the "What-How" Transformation |
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118 | (1) |
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Information Economy, Knowledge Economy, Intangible and New Economy What Next? |
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119 | (3) |
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Jean Fourastie and the Logic behind the Three-Sector Model |
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122 | (1) |
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Jean Gadrey: Characterizing Services and Service Relationships |
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123 | (3) |
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Joachim Singelmann: Toward a Refined Classification of Services |
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126 | (1) |
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Jonathan Gershuny and the Self-Service Society |
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127 | (2) |
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129 | (4) |
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133 | (1) |
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134 | (3) |
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137 | (2) |
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Service: From Smith to Hill |
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139 | (3) |
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142 | (2) |
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144 | (1) |
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145 | (2) |
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Victor Fuchs and Services |
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147 | (1) |
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What did Marx Say on Services? |
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148 | (1) |
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William J. Baumol and Services |
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149 | (4) |
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SECTION 2 MANAGING SERVICES, SERVICES IN MANAGEMENT |
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2.1 Organization and operations |
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Balancing Demand and Capacity in Services |
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153 | (4) |
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Core Services and Peripheral Services |
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157 | (1) |
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Corporate Digital Responsibility (CDR) in Services |
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158 | (4) |
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Digital Servitization of Manufacturing Firms |
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162 | (1) |
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Front Office Versus Back Office |
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163 | (2) |
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Lean Management in Services |
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165 | (1) |
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Logistics in Service Organizations |
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166 | (3) |
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169 | (3) |
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172 | (1) |
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Public-Private Partnerships for Service Provision |
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173 | (3) |
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176 | (2) |
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Service Growth in Product Firms |
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178 | (2) |
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Service Industrialization |
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180 | (3) |
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183 | (4) |
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Service Outsourcing: Delineating the Scope of the Firm |
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187 | (5) |
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Servitization and Advanced Services |
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192 | (4) |
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196 | (3) |
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Smart Product-Service Systems |
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199 | (2) |
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Sourcing Business Services |
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201 | (4) |
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205 | (2) |
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Worlds of Production and Performance in Services |
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207 | (6) |
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2.2 Service marketing and strategy |
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Communication in Services |
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213 | (3) |
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Consumer Resistance in Services |
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216 | (3) |
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219 | (1) |
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E-servicescape/Cyberscape |
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220 | (1) |
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Information Asymmetry and Uncertainty in Service Markets |
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221 | (2) |
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Luxury Service Consumption |
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223 | (2) |
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Management of Franchise Chains in Services |
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225 | (1) |
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Multi/Omni and Cross-Channel Distribution |
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226 | (4) |
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230 | (2) |
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232 | (4) |
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Quality Signaling on Service Markets |
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236 | (3) |
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239 | (3) |
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Relationship Marketing in Services |
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242 | (3) |
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Satisfaction in Service Experiences |
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245 | (4) |
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Self-Service and Customer Participation |
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249 | (3) |
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252 | (2) |
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Service Failure, Recovery and Complaint Handling |
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254 | (3) |
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257 | (2) |
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259 | (2) |
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Service Level Agreement (SLA) |
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261 | (1) |
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262 | (3) |
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Service Robots and AI in the Frontline |
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265 | (4) |
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Services and Customer Deviance |
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269 | (3) |
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272 | (3) |
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275 | (1) |
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Standards and Certifications for Services |
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276 | (3) |
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Strategic Alliances of Service Firms |
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279 | (3) |
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Strategies for Developing Customer Loyalty for Services |
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282 | (4) |
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Understanding Consumer Behavior in the Service Encounter |
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286 | (7) |
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2.3 Employment, HRM in services |
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"Bullshit Jobs", Service Jobs? |
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293 | (1) |
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294 | (1) |
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Customers as "Partial Employees" of Service Organizations |
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295 | (2) |
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Emotional Work and Services |
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297 | (2) |
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Employee Empowerment in Services |
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299 | (2) |
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"Good Jobs vs Bad Jobs": Dualism in the Service Labor Market |
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301 | (1) |
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Human Resource Management (HRM) and Employment in Services |
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302 | (3) |
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Human Resource Management (HRM) Consultants and Private Personnel Services: Shaping the Labor Market |
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305 | (2) |
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Knowledge Management in Management Consultancy |
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307 | (3) |
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Pedagogical Servuction in Higher Education |
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310 | (2) |
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Catherine Lapassouse Madrid |
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Professional Identity in Services |
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312 | (2) |
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Retaining Business and Professional Service Employees |
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314 | (1) |
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Service Employment Systems |
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315 | (2) |
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Up or Out System in Consultancy |
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317 | (5) |
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SECTION 3 INNOVATION IN SERVICES, SERVICES IN INNOVATION |
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3.1 Definitions, concepts, theories and measurement |
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Assimilation Approaches to Innovation in Services |
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322 | (1) |
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The Assimilation-Demarcation-Integration (ADI) Framework for Innovation in Services |
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323 | (2) |
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Bricolage and Ad Hoc Innovation |
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325 | (2) |
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Characteristics-Based Approaches for Innovation in Services |
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327 | (4) |
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Demarcation Approaches to Innovation in Services |
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331 | (2) |
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Innovations in Smart Service Systems |
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333 | (3) |
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Integration Approaches to Innovation in Services |
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336 | (2) |
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Inversion Approaches to Innovation in Services |
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338 | (1) |
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Measuring Innovation in Services |
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339 | (3) |
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Public-Private Innovation Networks in Services (PPINSs) |
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342 | (1) |
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Public Service Innovation Networks (PSINs) |
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343 | (3) |
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The Reverse Product Cycle Model (Barras) |
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346 | (1) |
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Service Innovation in OECD Manuals |
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347 | (2) |
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Services and Community Innovation Surveys |
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349 | (2) |
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Social Innovation and Services |
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351 | (5) |
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3.2 Organization and strategy for innovation |
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Artificial Intelligence in Services |
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356 | (3) |
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Blockchain and Innovation in Services |
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359 | (1) |
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Design Thinking for Public Service Innovation |
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360 | (1) |
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Maria Taivalsaari R&oalsh;hnebak |
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Dynamic Capabilities for Service Innovation in the Digital Era |
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361 | (2) |
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Guilherme Freitas Camboim |
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Employee Involvement in Service Innovation |
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363 | (2) |
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Fablabs and Hackerspaces and Innovation in Services |
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365 | (1) |
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Global and National Cooperation in Service Innovation |
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366 | (1) |
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Intellectual Property Rights and Service Innovation |
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367 | (4) |
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Intrapreneurship in Services |
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371 | (1) |
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Living Labs for Service Innovation |
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372 | (3) |
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New Service Development: Key Concepts and Performance Drivers |
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375 | (4) |
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Practice-Based Innovation in Services |
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379 | (3) |
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Quality Standards and Innovation in Services |
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382 | (1) |
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383 | (3) |
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Service Design and Innovation |
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386 | (2) |
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Service Innovation and Ethics and Societal Issues |
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388 | (3) |
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Social Entrepreneurship and Service Innovation |
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391 | (2) |
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"Up or Out" System and Innovation in Consulting Firms |
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393 | (2) |
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User/Consumer-Based Innovation in Services |
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395 | (6) |
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3.3 Sectoral approaches to innovation in services |
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The "Retail Accordion" Model of Hollander |
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401 | (2) |
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The "Big Middle" Model of Innovation and Change in Retailing |
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403 | (1) |
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Creative Innovation in Gastronomy Services |
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404 | (2) |
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Digital Transformation in the Public Sector |
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406 | (2) |
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Innovation and Knowledge Management in Consultancy Services |
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408 | (1) |
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Innovation in Financial Services |
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409 | (5) |
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Innovation in Health Services |
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414 | (4) |
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Jose Luis Navarro Espigares |
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Innovation in Insurance Services |
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418 | (2) |
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420 | (4) |
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Innovation in Postal Services |
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424 | (3) |
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Innovation in Professional Service Firms |
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427 | (1) |
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Innovation in Restaurants |
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428 | (1) |
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Innovation in Social Services |
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429 | (3) |
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Innovation in Tourism and Hospitality |
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432 | (2) |
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Innovation in Transportation |
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434 | (5) |
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KIBS in Innovation Systems |
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439 | (6) |
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"Local" Theories and Models of Innovation in Retailing |
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445 | (3) |
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448 | (1) |
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Platforming: A Logistical Service Innovation |
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449 | (3) |
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Public Service Innovation |
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452 | (5) |
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Service Innovation in Construction |
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457 | (1) |
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Service Innovation in Manufacturing Firms |
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458 | (3) |
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The "Wheel of Retailing" Model |
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461 | (5) |
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SECTION 4 SERVICES TRADE, SERVICES SPACES |
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4.1 Services: an international perspective |
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Cloud-Based Services, Digital Platforms and Internationalization |
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466 | (1) |
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The COVID-19 Shock and Services Trade |
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467 | (1) |
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Digital Services in the Food and Agriculture Sectors of Developing Countries |
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468 | (2) |
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The General Agreement on Trade in Services: A Work in Progress |
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470 | (2) |
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Global Supply Chains: The Fragility of Delivery Service |
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472 | (2) |
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Gravity Models and Trade in Services |
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474 | (2) |
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476 | (1) |
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International Branding in Services |
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477 | (2) |
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International Trade and Services |
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479 | (2) |
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Internationalization of Higher Education |
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481 | (2) |
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Internationalization of Management Consultancy |
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483 | (3) |
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Internationalization of Services in Emerging Countries |
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486 | (2) |
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Knowledge Services Offshoring |
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488 | (1) |
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M-Services in Developing Countries |
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489 | (1) |
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Stephane Bourliataux-Lajoinie |
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490 | (2) |
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Multinational Service Firms |
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492 | (1) |
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Peer-to-Peer Sharing Platforms, from Gifts to International Exchanges |
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493 | (2) |
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The Role of Standards for Trade in Services |
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495 | (4) |
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Service Innovation in Developing Countries |
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499 | (3) |
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502 | (1) |
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Service Trade, Gender and Policies |
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503 | (3) |
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Services in Developing Countries |
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506 | (3) |
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Services in the Balance of Payments |
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509 | (2) |
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Services Internationalisation |
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511 | (2) |
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Services SMEs and International Trade |
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513 | (4) |
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4.2 Services: regional and local perspectives |
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517 | (1) |
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Coworking, Third Places and Local Development |
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518 | (3) |
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E-Services in Urban Areas |
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521 | (1) |
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522 | (2) |
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Intra-Urban Localization of Services |
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524 | (1) |
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Last Mile Delivery Services |
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525 | (1) |
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Local Intensive Business Services (LIBS) |
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526 | (3) |
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Service Location and Retail Location |
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529 | (5) |
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Services and Urban Centers |
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534 | (2) |
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536 | (2) |
|
Bernadette Merenne-Schoumaker |
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Services in Regional Development: From Followers to Engines |
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538 | (2) |
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Services: Engine of Urban Economic Growth |
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|
540 | (4) |
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SECTION 5 SOCIETAL CHALLENGES AND PUBLIC POLICY |
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5.1 Societal challenges for services |
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|
544 | (3) |
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Base of the Pyramid (BoP) Service Research |
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|
547 | (2) |
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|
|
|
|
Capturing the Value of Public Services |
|
|
549 | (3) |
|
|
|
Care Society, Care Services |
|
|
552 | (2) |
|
|
|
Chinese Culture and its Impacts on the Service Economy |
|
|
554 | (2) |
|
|
|
|
|
Cultural Differences and Services |
|
|
556 | (3) |
|
|
|
Elderly Care Services in the Future: The Role of Technology |
|
|
559 | (1) |
|
|
|
|
|
|
|
Green Platforms Services for Sustainability |
|
|
560 | (4) |
|
|
|
|
|
Integration Services for Refugees |
|
|
564 | (1) |
|
|
|
Islamic Financial Services |
|
|
565 | (5) |
|
|
|
Islamic Touristic Services |
|
|
570 | (4) |
|
|
|
New Services for Elderly People in Europe |
|
|
574 | (2) |
|
|
|
|
|
Resilience and Renewal through Imposed Service Innovation |
|
|
576 | (1) |
|
|
|
Retail Services and Aging Consumers |
|
|
577 | (4) |
|
|
|
Science Museums as Educational Services |
|
|
581 | (1) |
|
Jose Aureliano Martin Segura |
|
|
|
|
|
|
581 | (3) |
|
|
|
|
|
584 | (4) |
|
|
|
|
|
588 | (5) |
|
|
|
|
|
593 | (3) |
|
|
|
Services and Environment (Greening) |
|
|
596 | (4) |
|
|
|
|
|
Services and the Environmental Kuznets Curves |
|
|
600 | (1) |
|
|
|
Services Sector in Conflict Regions |
|
|
601 | (3) |
|
|
|
Sexual Services and Escorts |
|
|
604 | (5) |
|
|
|
Street Services: Street Vendors and Service Providers |
|
|
609 | (3) |
|
|
|
The Sustainability of Logistics and Transportation Services |
|
|
612 | (2) |
|
|
|
|
|
|
|
614 | (5) |
|
|
|
5.2 Public policy for services |
|
|
|
Big Data Services and Policy Making |
|
|
619 | (2) |
|
|
|
|
|
|
|
|
|
621 | (2) |
|
|
|
Deregulation in Services Network Industries within the European Union |
|
|
623 | (2) |
|
|
|
Educational Services and Policies: Towards a System Approach |
|
|
625 | (1) |
|
|
|
Employment Policies in the Services Sector |
|
|
626 | (2) |
|
|
|
Entrepreneurship Policies for Public Libraries |
|
|
628 | (2) |
|
|
|
|
|
|
|
Global Services Skills Policies |
|
|
630 | (2) |
|
|
|
Good Practices in Promoting FDI in Services |
|
|
632 | (3) |
|
|
|
Policies for Blockchain Adoption in Education |
|
|
635 | (1) |
|
|
|
|
|
|
|
Policies for Co-Creation in Public Administrations |
|
|
636 | (3) |
|
|
|
Policies for Digital Transformation in Services |
|
|
639 | (1) |
|
|
|
Policies for Distributive Trades Services |
|
|
640 | (1) |
|
|
|
Policies for Health Services |
|
|
641 | (1) |
|
|
|
Policies for Innovation in the Public Sector |
|
|
642 | (5) |
|
|
|
Policies for Knowledge-Intensive Business Services |
|
|
647 | (3) |
|
|
|
|
|
Policies for Public-Private Innovation Networks |
|
|
650 | (2) |
|
|
|
|
|
Policies for Service Innovation in Developing Countries |
|
|
652 | (1) |
|
|
|
|
|
Policies for Services Innovation in Enterprises |
|
|
653 | (4) |
|
|
|
|
|
Policies for Services Integration in Global Value Chains |
|
|
657 | (2) |
|
|
|
Policy Barriers to Trade in Services and their Impact |
|
|
659 | (1) |
|
|
|
Policy for Services Statistics in a Digital and Borderless Economy |
|
|
660 | (2) |
|
|
|
|
|
Public Policies for Digital Co-Creation in Public Services |
|
|
662 | (1) |
|
|
|
|
|
Public Policies for Service Quality |
|
|
663 | (3) |
|
|
|
|
|
Public Policy and Sustainable Service-Oriented Business Model Innovation |
|
|
666 | (2) |
|
|
|
Regional Policies and the Services Sector |
|
|
668 | (1) |
|
|
|
Maria-Teresa Gallo-Rivera |
|
|
|
|
669 | (4) |
|
|
|
Regulation of False Self-Employment in Services |
|
|
673 | (2) |
|
|
|
Services-Related Policies: An Overall Framework |
|
|
675 | (2) |
|
|
|
|
|
677 | (2) |
|
|
|
|
|
The Single Market and the Services Directive |
|
|
679 | (2) |
|
|
|
|
|
681 | (4) |
|
Francisco J. Navarro-Meneses |
|
| Index |
|
685 | |
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