The Routledge Handbook of Service Research Insights and Ideas  book cover
1st Edition

The Routledge Handbook of Service Research Insights and Ideas

ISBN 9780815372530
Published April 15, 2020 by Routledge
540 Pages 57 B/W Illustrations

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Book Description

The Routledge Handbook of Service Research Insights and Ideas 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. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience.

This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.

Table of Contents

Editor's Introduction

Eileen Bridges and Kendra Fowler

Part 1: Foundations

1. Service Dominant Logic: Foundations and Applications

Stephen L. Vargo, Kaisa Koskela-Huotari, and Josina Vink

2. Service Dominant Logic and Market Innovation

Jonathan J. Baker, Julia A. Fehrer, and Roderick J. Brodie

3. Service Profit Logic: Ensuring Customer Willingness to Pay

Christian Grönroos

4. Customer-Dominant Service Logic

Kristina Heinonen and Tore Strandvik

5. The Servitization of Manufacturing Industries

Bernhard Dachs, Christian Lerch, and Michael Weschta

Part 2: Innovation in Service Operations

6. Typologies and Frameworks in Service Innovation

Christian Kowalkowski and Lars Witell

7. Frontline Employees as Innovators

Marit Engen

8. Innovative Service Environments

Kendra Fowler

9. Finding the Next Edge in Service Innovation: A Complex Network Analysis

Zhen  Zhu and Dmitry Zinoviev

Part 3: Organizing the Service Business

10. Modeling Consumer Engagement with Frontline Service Providers

Ainsworth Anthony Bailey and Carolyn M. Bonifield

11. Front Line Service Providers with Two Jobs: Antecedents of Naturally Felt Emotions

Gianfranco Walsh and Mario Schaarschmidt

12. Service Process Design and Management

Steven W. Rayburn, Sidney T. Anderson, and Kendra Fowler

13. Service Supply Chain Configurations: From Agile to Efficient Value Networks

Christoph F. Breidbach, Hendrik Reefke, and Tobias Widmer

14. Strategic Pathways to Cost-Effective Service Excellence

Jochen Wirtz

Part 4: Service Design, Delivery, and Customer Engagement

15. Service Digitization and the Provider-to-Customer Handoff

Eileen Bridges, Charles F. Hofacker, and Chi Kin (Bennett) Yim

16. Managing Customer Performance in Services

Enrico Secchi, Uzay Damali, David McCutcheon, and Stephen S. Tax

17. Value Co-Creation and Its Meaning for Customers

Andrew S. Gallan and Josephine Go Jefferies

18. Resource Integration and Co-creation: A Customer Journey Approach

Cátia Jesus and Helena Alves

19. Social Media and Customer Engagement

Rodoula Tsiotsou

Part 5: Ethics, Responsibility, and Culture

20. Executive Ethical Decisions Initiating Organizational Culture and Values

Eileen Bridges

21. Transformative Service Research: Thoughts, Perspectives, and Research Directions

Mark S. Rosenbaum, Karen Edwards, Germán Contreras Ramirez, and John Grady

22. Green Services and the Quest for Sustainable Environment: Chasing a Holy Grail

Michael J. Dorsch, William E. Kilbourne, and Stephen J. Grove

23. The Convergence of Not-for-Profit Services and the Social Enterprise

Joshua Coleman and Marla Royne Stafford

24. Providing Service in Multicultural Environments

Elten Briggs and Detra Y. Montoya

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Eileen Bridges is a Professor of Marketing at Kent State University, USA. She received her PhD from Northwestern University, USA. Her research interests include customer expectations, technology-based products, and services. She previously served on the faculty at Rice University, USA, and as Editor-in-Chief of the Service Industries Journal.

Kendra Fowler is an Associate Professor of Marketing at Youngstown State University, USA. She received her PhD from Kent State University, USA. Her research interests include services, retailing, and advertising.


"In this book Eileen Bridges and Kendra Fowler have put together a great team of multi-disciplinary scholars to discuss a highly contemporary and pertinent set of topics on services marketing. It is no doubt a very useful guide to anyone seeking to keep abreast of some of the most important developments in the field."Chatura Ranaweera, Associate Professor of Marketing at Lazaridis School of Business, Wilfrid Laurier University, Canada, and Co-Editor of a leading service journal

"This is a comprehensively crafted book with an international perspective that includes contemporary debates and research insights. Anyone who engages in service research and uses research findings in decision-making, regardless of the context, would find the book useful and insightful. It is a must-have book in the field of Service Industries and Service Management Research." Professor Levent Altinay, Editor-In-Chief of the Service Industries Journal