Titlebook: Service Management; Theory and Practice John R. Bryson,Jon Sundbo,Peter Daniels Textbook 2020 The Editor(s) (if applicable) and The Author(

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Service Operations and Productivity,m’s business model or models, operational delivery, marketing and customer relationship management. This chapter explores service operations management focusing on the on-going application of operational innovations to the delivery of service outcomes. This is a complex process. Different innovation

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Service Personnel and Their Management,performance and the management of service personnel. The chapter begins by examining the particular characteristics of service work and the requirements for service personnel. ‘Service’ is enacted in very different industries or economic activities and the nature of the core service work undertaken

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Process and Product Innovation in Service Businesses, innovations that arise in other industrial sectors. Service businesses innovate by developing new services or improving existing ones to compete in the marketplace and to develop service solutions that meet societal needs. Innovation management in service companies is thus an act of balancing custo

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Customer First: Understanding Customers,mportant. In this chapter, the service encounter is considered from the perspective of customers including a focus on: ‘what creates customer satisfaction?’ and ‘what do customers want, and why?’ To explore these questions requires a discussion and review of customer lifestyles, preferences or value

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Marketing Services,d models and how they have been applied to services. This chapter’s focus is on the more macro level including how service firms develop market share through the application of marketing models and theories. Services are consumed at the moment of production. This provides service firms with opportun

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Internationalizing Service Businesses,contributor to international trade and to internationalization. The cross-border provision of services varies by service sub-sector and product. Services businesses play two roles in the on-going development of global economic activity. First, they are internationalizing by foreign direct investment

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Servitization and Manufacturing Companies,ired to produce physical goods. This includes understanding the transformation of some goods into services and the development of additional services that are attached to or embedded into manufactured goods. This chapter considers the ways in which services have been incorporated into the operationa

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