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Service Management : Theory and Practice - 1st ed. 2020

By: (Author) John R. Bryson , (Author) Jon Sundbo , (Author) Lars Fuglsang , (Author) Peter Daniels

Extended Catalogue

Ksh 18,000.00

Format: Paperback or Softback

ISBN-10: 3030520595

ISBN-13: 9783030520595

Edition: 1st ed. 2020

Publisher: Springer Nature Switzerland AG

Imprint: Springer Nature Switzerland AG

Country of Manufacture: CH

Country of Publication: GB

Publication Date: Nov 27th, 2020

Print length: 287 Pages

Weight: 546 grams

Dimensions (height x width x thickness): 21.40 x 51.50 x 2.30 cms

Product Classification: Management of specific areas
Knowledge management
Service industries

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This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption. The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into:how to manage service businesses, with coverage of both small firms and large transnationalsservice business models, operations and productivitymanaging service employeeshow service firms engage in product and process innovationmarketing, customers and service experiencesinternationalization of service businessesthe ongoing servitization of manufacturingThis unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.

This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption.

The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into:

  • how to manage service businesses, with coverage of both small firms and large transnationals
  • service business models, operations and productivity
  • managing service employees
  • how service firms engage in product and process innovation
  • marketing, customers and service experiences
  • internationalization of service businesses
  • the ongoing servitization of manufacturing

This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.


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