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
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–83.
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.
Carlzon, J. (1989). Moments of truth. Harper Collins Publishers.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
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
Hart, C. W. L., Heskett, J. L., & Sasser, W. E. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148–156.
North, D. C. (2005). Understanding the process of economic change. Princeton University Press.
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.
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.
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17.
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
Vargo, S. L., & Lusch, R. F. (2018). The Sage handbook of service-dominant logic. SAGE.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this chapter
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
DOI: https://doi.org/10.1007/978-3-030-91828-6_1
Published:
Publisher Name: Palgrave Macmillan, Cham
Print ISBN: 978-3-030-91827-9
Online ISBN: 978-3-030-91828-6
eBook Packages: Business and ManagementBusiness and Management (R0)