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The book is a collection of perspectives on service and service management written by leading researchers in the field. It considers the range and importance of services, the challenges of managing services and recent contemporary innovations in services and service management.
List of contents
- Preface
- 1: Kathryn Haynes and Irena Grugulis: Managing Services and the Service Sector: An Introduction
- 2: Giuliana Battisti, Yogesh K. Dwivedi, Adrian T.H. Kuah, and Cristiana R. Lages: Service Measurement and Definition: Challenges and Limitations
- 3: Martin Spring: The Shifting Terrain of Service Operations Management
- 4: Irena Grugulis: Employment in Service and the Service sector
- 5: Kathryn Haynes: Gender and Diversity Challenges in Professional Services Firms
- 6: Joe O Mahoney: Management Innovation in the UK Consulting Industry
- 7: Andy Neely: Society s Grand Challenges: What Role for Services?
- 8: Irene C L Ng, Stephen L. Vargo and Laura A. Smith: Reconceptualising Service through a Service-Dominant Logic
- 9: Ammon Salter and Bruce S. Tether: Innovation in Services: An Overview
- 10: Martin Spring, Luis Araujo, and Katy Mason: Offshoring and Outsourcing of Administrative and Technical Services: a Modularity Perspective
- 11: Laura A Smith and Irene C L Ng: Service Systems for Value Co-Creation
About the author
Professor Kathryn Haynes holds the Northern Society Chair in Accounting at Newcastle University Business School, UK. Kathryn is a Chartered Accountant and Fellow of the Institute of Chartered Accountants in England and Wales (ICAEW). Kathryn is also a Fellow of the Advanced Institute of Management Research (AIM), where she was Lead Fellow of the Services research cohort. She is a co-facilitator of the Gender Equality Working Group of the UN Principles of Responsible Management Education.
Irena Grugulis is the Professor of Work and Skills at Leeds University Business School, an ESRC/AIM Services Fellow and an associate fellow of SKOPE. Her principal research interests are in the area of skills. Recent projects have focussed on the creative industries, particularly film and TV production and digital games and her research has been funded by the ESRC, EPSRC and the EU. She is the Joint Editor in Chief of Work, Employment and Society.
Summary
The book is a collection of perspectives on service and service management written by leading researchers in the field. It considers the range and importance of services, the challenges of managing services and recent contemporary innovations in services and service management.
