1st Edition
The Routledge Handbook of Service Research Insights and Ideas
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.
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
Biography
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