The Routledge handbook of service research insights and ideas
The Routledge handbook of service research insights and ideas
Bok · Engelsk · 2022
| Medvirkende | |
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| Omfang | XIX, 520 sider : illustrasjoner, diagrammer, figurer, tabeller
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| Utgave | First paperback issue
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| Opplysninger | Editor's Introduction Eileen Bridges and Kendra Fowler Part 1: Foundations1. Service Dominant Logic: Foundations and Applications Stephen L. Vargo, Kaisa Koskela-Huotari, and Josina Vink 2. Service Dominant Logic and Market Innovation Jonathan J. Baker, Julia A. Fehrer, and Roderick J. Brodie 3. Service Profit Logic: Ensuring Customer Willingness to PayChristian Grönroos 4. Customer-Dominant Service Logic Kristina Heinonen and Tore Strandvik 5. The Servitization of Manufacturing Industries Bernhard Dachs, Christian Lerch, and Michael Weschta Part 2: Innovation in Service Operations 6. Typologies and Frameworks in Service Innovation Christian Kowalkowski and Lars Witell 7. Frontline Employees as Innovators Marit Engen 8. Innovative Service Environments Kendra Fowler 9. Finding the Next Edge in Service Innovation: A Complex Network Analysis Zhen Zhu and Dmitry Zinoviev Part 3: Organizing the Service Business 10. Modeling Consumer Engagement with Frontline Service Providers Ainsworth Anthony Bailey and Carolyn M. Bonifield 11. Front Line Service Providers with Two Jobs: Antecedents of Naturally Felt Emotions Gianfranco Walsh and Mario Schaarschmidt 12. Service Process Design and Management Steven W. Rayburn, Sidney T. Anderson, and Kendra Fowler 13. Service Supply Chain Configurations: From Agile to Efficient Value Networks Christoph F. Breidbach, Hendrik Reefke, and Tobias Widmer 14. Strategic Pathways to Cost-Effective Service Excellence Jochen Wirtz Part 4: Service Design, Delivery, and Customer Engagement 15. Service Digitization and the Provider-to-Customer Handoff Eileen Bridges, Charles F. Hofacker, and Chi Kin (Bennett) Yim 16. Managing Customer Performance in Services Enrico Secchi, Uzay Damali, David McCutcheon, and Stephen S. Tax 17. Value Co-Creation and Its Meaning for Customers Andrew S. Gallan and Josephine Go Jefferies 18. Resource Integration and Co-creation: A Customer Journey Approach Cátia Jesus and Helena Alves19. Social Media and Customer Engagement Rodoula Tsiotsou Part 5: Ethics, Responsibility, and Culture 20. Executive Ethical Decisions Initiating Organizational Culture and Values Eileen Bridges 21. Transformative Service Research: Thoughts, Perspectives, and Research Directions Mark S. Rosenbaum, Karen Edwards, Germán Contreras Ramirez, and John Grady 22. Green Services and the Quest for Sustainable Environment: Chasing a Holy Grail Michael J. Dorsch, William E. Kilbourne, and Stephen J. Grove 23. The Convergence of Not-for-Profit Services and the Social Enterprise Joshua Coleman and Marla Royne Stafford 24. Providing Service in Multicultural Environments Elten Briggs and Detra Y. Montoya. - "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 world’s 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."
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| Emner | tjenestenæringer kundeservice kundeforhold kunderelasjoner bedriftsøkonomi
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| Dewey | |
| ISBN | 9780815372530
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