Service Management

Service Management: Theory and Practice presents a comprehensive exploration of both the theoretical frameworks and practical applications central to modern service management. The book delves into the operational dynamics, management challenges, and business models that are at the heart of service firms. By drawing on recent advances within the interdisciplinary field of service science, it emphasizes integration, adaptability, sustainability, and the rapid adoption of new technologies. Focusing on seven core processes crucial for the successful management of service businesses, the text provides valuable insights into managing firms of varying sizes - from small enterprises to global transnationals. Key topics include service business models, operational productivity, employee management, product and process innovation, as well as marketing strategies, customer experiences, internationalization, and the ongoing servitization of manufacturing. This textbook is an essential resource for upper undergraduate and postgraduate students, as well as practitioners seeking a deeper understanding of service management in today’s dynamic business environment.