Skip to main content

Overview of the Book

  • Chapter
  • First Online:
The Palgrave Handbook of Service Management
  • 2020 Accesses

Abstract

The Handbook of Service Management has a broad scope and includes different perspectives of the diverse and complex service management field. The book is structured in five broad themes: service management, service strategy, service leadership and transition, service design and innovation, service interaction, quality and operation and technology in service. We have included contributions for different academic disciplines such as marketing, management, human resources, service operations management, informatics, and computer science to secure different perspectives. More than 100 service scholars from around the world have contributed with a total of 47 chapters. This introductory chapter provides a brief summary of each chapter and a definition of service management.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 189.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 249.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 249.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  • Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–83.

    Article  Google Scholar 

  • Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: A practical technique for service innovation. California Management Review, 50(3), 66–94.

    Article  Google Scholar 

  • Carlzon, J. (1989). Moments of truth. Harper Collins Publishers.

    Google Scholar 

  • Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.

    Article  Google Scholar 

  • Grönroos, C., & Voima, P. (2013). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133–150. https://doi.org/10.1007/s11747-012-0308-3

    Article  Google Scholar 

  • Hart, C. W. L., Heskett, J. L., & Sasser, W. E. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148–156.

    Google Scholar 

  • North, D. C. (2005). Understanding the process of economic change. Princeton University Press.

    Book  Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.

    Article  Google Scholar 

  • Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60–76.

    Article  Google Scholar 

  • Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17.

    Article  Google Scholar 

  • Vargo, S. L., & Lusch, R. F. (2016). Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1), 5–23. https://doi.org/10.1007/s11747-015-0456-3

    Article  Google Scholar 

  • Vargo, S. L., & Lusch, R. F. (2018). The Sage handbook of service-dominant logic. SAGE.

    Book  Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Bo Edvardsson .

Editor information

Editors and Affiliations

Rights and permissions

Reprints and permissions

Copyright information

© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Edvardsson, B., Tronvoll, B. (2022). Overview of the Book. 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_1

Download citation

Publish with us

Policies and ethics