The Routledge Handbook of Service Research Insights and Ideas (eBook, PDF)

Redaktion: Bridges, Eileen; Fowler, Kendra

• Format: PDF

Produktbeschreibung

This volume 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.

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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 540
• Erscheinungstermin: 2. April 2020
• Englisch
• ISBN-13: 9781351245227
• Artikelnr.: 59059365

Autorenporträt

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.

Inhaltsangabe

Editor's Introduction Part 1: Foundations 1. Service Dominant Logic:
Foundations and Applications 2. Service-Dominant Logic and Market
Innovation 3. Service Profit Logic: Ensuring Customer Willingness to Pay 4.
Customer-Dominant Service Logic 5. The Servitization of Manufacturing
Industries Part 2: Innovation in Service Operations 6. Typologies and
Frameworks in Service Innovation 7. Frontline Employees as Innovators 8.
Innovative Service Environments 9. Finding the Next Edge in Service
Innovation: A Complex Network Analysis Part 3: Organizing the Service
Business 10. Modeling Consumer Engagement with Frontline Service Providers
11. Front Line Service Providers with Two Jobs: Antecedents of Naturally
Felt Emotions 12. Service Process Design and Management 13. Service Supply
Chain Configurations: From Agile to Efficient Value Networks 14. Strategic
Pathways to Cost-Effective Service Excellence Part 4: Service Design,
Delivery, and Customer Engagement 15. Service Digitization and the
Provider-to-Customer Handoff 16. Managing Customer Performance in Services
17. Value Co-Creation and Its Meaning for Customers 18. Resource
Integration and Co-creation: A Customer Journey Approach 19. Social Media
and Customer Engagement Part 5: Ethics, Responsibility, and Culture 20.
Executive Ethical Decisions Initiating Organizational Culture and Values
21. Transformative Service Research: Thoughts, Perspectives, and Research
Directions 22. Green Services and the Quest for Sustainable Environment:
Chasing a Holy Grail 23. The Convergence of Not-for-Profit Services and the
Social Enterprise 24. Providing Service in Multicultural Environments