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

The Routledge Handbook of Service Research Insights and Ideas

ISBN 9781032400235
Published August 29, 2022 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  Part 1: 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 2: Innovation in Service Operations  6. Typologies and Frameworks in Service Innovation  7. Frontline Employees as Innovators  8. Innovative Service Environments  9. Finding the Next Edge in Service Innovation: A Complex Network Analysis  Part 3: Organizing the Service Business  10. Modeling Consumer Engagement with Frontline 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 4: 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 5: 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

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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