TY  - BOOK
AU  - Bridges,Eileen
AU  - Fowler,Kendra
TI  - The Routledge Handbook of Service Research Insights and Ideas
SN  - 9781351245227
AV  - HD9980.5 .R688 2020
U1  - 658 
PY  - 2020///
CY  - Oxford
PB  - Taylor & Francis Group
KW  - Service industries-Research
KW  - Electronic books
N1  - Cover -- Half Title -- Title Page -- Copyright Page -- Table of Contents -- Editors' introduction to the volume Eileen Bridges and Kendra Fowler -- List of contributors -- PART I: 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 II: Innovation in service operations -- 6. Typologies and frameworks in service innovation -- 7. Front line employees as innovators -- 8. Innovative service environments -- 9. Finding the next edge in service innovation: a complex network analysis -- PART III: Organizing the service business -- 10. Modeling consumer engagement with front line 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 IV: 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 V: 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 -- Index
N2  - 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
UR  - https://ebookcentral.proquest.com/lib/orpp/detail.action?docID=6154396
ER  -