Abstract
Service management is an academic discipline, a concept, and a practice, making it critical to define and illustrate. The core of service management is to carry out meaningful and vital tasks, solving problems, and realizing outcomes of value for customers, firms, and other engaged actors. Service management is focused on actor-driven processes and outcomes, organized in service ecosystems and shaped by available resources, norms, rules, and habits and defined as: “a set of competencies available for actors in the ecosystem, enabling and realizing value creation through service.” This emphasizes the crucial role of actors and their competencies for service provision, including creating value for themselves and others. Nevertheless, service management is about “getting things done”: realizing value outcomes by managing the necessary supporting prerequisites, structures, competencies, and resources.
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Tronvoll, B., Edvardsson, B. (2022). Defining and Framing Service Management. In: Edvardsson, B., Tronvoll, B. (eds) The Palgrave Handbook of Service Management. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-91828-6_2
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