Service Management Theory and Practice 1st Edition by John R Bryson,Jon Sundbo,Lars Fuglsang,Peter Daniels ISBN 3030520595 978-3030520595

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Product details:

ISBN 10: 3030520595 

ISBN 13: 978-3030520595

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

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.

 

Table of contents:

Chapter 1: Introduction
Chapter 2: Reading and Managing Service Businesses
Chapter 3: Service Research and Service Theory
Chapter 4: Business Models and Service Strategy
Chapter 5: Techno Service Worlds? Digitization of Service Businesses
Chapter 6: Service Operations and Productivity
Chapter 7: Service Personnel and Their Management
Chapter 8: Process and Product Innovation in Service Businesses
Chapter 9: Customer First: Understanding Customers
Chapter 10: Marketing Services
Chapter 11: Internationalizing Service Businesses
Chapter 12: Supply Chains and Logistics Services
Chapter 13: Servitization and Manufacturing Companies
Chapter 14: Measuring Company Performance and Customer Satisfaction
Chapter 15: Reading and Managing Service Businesses: An Integrated Case Study Approach

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Tags: John R Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels, Service Management, Theory and Practice