Palgrave Handbook of Service Management

This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as "e;a set of organizational competencies for enabling and realizing value creation through service,"e; it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology.This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.