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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.
List of contents
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
About the author
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.
Summary
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.
Additional text
"In this book Eileen Bridges and Kendra Fowler have put together a great team of multi-disciplinary scholars to discuss a highly contemporary and pertinent set of topics on services marketing. It is no doubt a very useful guide to anyone seeking to keep abreast of some of the most important developments in the field." — Chatura Ranaweera, Associate Professor of Marketing at Lazaridis School of Business, Wilfrid Laurier University, Canada, and Co-Editor of a leading service journal
"This is a comprehensively crafted book with an international perspective that includes contemporary debates and research insights. Anyone who engages in service research and uses research findings in decision-making, regardless of the context, would find the book useful and insightful. It is a must-have book in the field of Service Industries and Service Management Research." — Professor Levent Altinay, Editor-In-Chief of the Service Industries Journal
