The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research.
Original chapters from the worlds leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience.
This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.
| Editors' introduction to the volume |
|
viii | |
|
|
|
|
|
|
|
xv | |
|
|
|
1 | (106) |
|
1 Service-dominant logic: foundations and applications |
|
|
3 | (21) |
|
|
|
|
|
|
|
2 Service-dominant logic and market innovation |
|
|
24 | (22) |
|
|
|
|
|
|
|
3 Service profit logic: ensuring customer willingness to pay |
|
|
46 | (23) |
|
|
|
4 Customer-dominant service logic |
|
|
69 | (21) |
|
|
|
|
|
5 The sensitization of manufacturing industries |
|
|
90 | (17) |
|
|
|
|
|
|
|
PART II Innovation in service operations |
|
|
107 | (90) |
|
6 Typologies and frameworks in service innovation |
|
|
109 | (22) |
|
|
|
|
|
7 Front line employees as innovators |
|
|
131 | (17) |
|
|
|
8 Innovative service environments |
|
|
148 | (19) |
|
|
|
9 Finding the next edge in service innovation: a complex network analysis |
|
|
167 | (30) |
|
|
|
|
|
PART III Organizing the service business |
|
|
197 | (84) |
|
10 Modeling consumer engagement with front line service providers |
|
|
199 | (15) |
|
|
|
|
|
11 Front line service providers with two jobs: antecedents of naturally felt emotions |
|
|
214 | (13) |
|
|
|
|
|
12 Service process design and management |
|
|
227 | (14) |
|
|
|
|
|
|
|
13 Service supply chain configurations: from agile to efficient value networks |
|
|
241 | (16) |
|
|
|
|
|
|
|
14 Strategic pathways to cost-effective service excellence |
|
|
257 | (24) |
|
|
|
PART IV Service design, delivery, and customer engagement |
|
|
281 | (108) |
|
15 Service digitization and the provider-to-customer handoff |
|
|
283 | (19) |
|
|
|
|
|
|
|
16 Managing customer performance in services |
|
|
302 | (20) |
|
|
|
|
|
|
|
|
|
17 Value co-creation and its meaning for customers |
|
|
322 | (22) |
|
|
|
|
|
18 Resource integration and co-creation: a customer journey approach |
|
|
344 | (29) |
|
|
|
|
|
19 Social media and customer engagement |
|
|
373 | (16) |
|
|
|
PART V Ethics, responsibility, and cultures |
|
|
389 | (112) |
|
20 Executive ethical decisions initiating organizational culture and values |
|
|
391 | (33) |
|
|
|
21 Transformative service research: thoughts, perspectives, and research directions |
|
|
424 | (19) |
|
|
|
|
|
|
|
|
|
22 Green services and the quest for sustainable environment: chasing a holy grail |
|
|
443 | (19) |
|
|
|
|
|
|
|
23 The convergence of not-for-profit services and the social enterprise |
|
|
462 | (18) |
|
|
|
|
|
24 Providing service in multicultural environments |
|
|
480 | (21) |
|
|
|
|
| Index |
|
501 | |
Eileen Bridges is a Professor of Marketing at Kent State University, USA. She received her PhD from Northwestern University, USA. Her research interests include customer expectations, technology-based products, and services. She previously served on the faculty at Rice University, USA, and as Editor-in-Chief of the Service Industries Journal.
Kendra Fowler is an Associate Professor of Marketing at Youngstown State University, USA. She received her PhD from Kent State University, USA. Her research interests include services, retailing, and advertising.
More info about Taylor & Francis e-books