The Research Handbook on Services Management captures Mark Daviss enormous impact on service research and assures his legacy as a scholar, educator, and friend. Covering the past, present, and future and theory, models, and applications this volume is sure to become essential reading for service scientists and service practitioners everywhere. -- Paul P. Maglio, University of California, Merced, US The Handbook provides a window into future directions in service strategies and delivery systems. It is a treasure trove of the best work of many highly-regarded researchers. -- James L. Heskett, Harvard Business School, US What a tour de force! The Research Handbook on Services Management covers a vast array of ideas and concepts with some of the worlds leading thinkers offering their insights and views on the future of services. Its a real testament to Mark M. Davis that so many have contributed to this edited volume. It is such a shame that Mark is no longer with us. The service management community has lost a great friend and leader, but his memory lives on in this superb Handbook. -- Andy Neely, University of Cambridge, UK
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