This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field.
Drawing together expert service researchers, the Research Handbook begins with an analysis of service strategy and operations management, before moving on to explore service innovation and design, serving customers, healthcare services and artificial intelligence in service. Chapters explore a wide range of topics including scarcity strategies, perceived justice in services, the role of culture and religion in service provision, and the implications of Covid-19 on healthcare service operations. The book concludes with a reflection on the fourth industrial revolution that is occurring now and the understanding of services in an era of advanced technologies.
Addressing emerging challenges and opportunities, this Research Handbook will be critical reading for scholars and advanced students of services management and information systems. It will also be beneficial for practitioners and business managers in service industries.
'The Research Handbook on Services Management captures Mark Davis's enormous impact on service research – and assures his legacy as a scholar, educator, and friend. Covering the past, present, and future – and theory, models, and applications – this volume is sure to become essential reading for service scientists and service practitioners everywhere.'
– Paul P. Maglio, University of California, Merced, US
'The Handbook provides a window into future directions in service strategies and delivery systems. It is a treasure trove of the best work of many highly-regarded researchers.'
– James L. Heskett, Harvard Business School, US
'What a tour de force! The Research Handbook on Services Management covers a vast array of ideas and concepts with some of the world's leading thinkers offering their insights and views on the future of services. It's a real testament to Mark M. Davis that so many have contributed to this edited volume. It is such a shame that Mark is no longer with us. The service management community has lost a great friend and leader, but his memory lives on in this superb Handbook.'
– Andy Neely, University of Cambridge, UK
Contributors: Uday M. Apte, Ralph D. Badinelli, Ravi S. Behara, Ornella Benedettini, Sanjeev Bordoloi, Karla Cabrera, Richard B. Chase, João Falcão e Cunha, Uzay Damali, Mark M. Davis, Xin Ding, Michael Dixon, Joy M. Field, Craig Froehle, Mateus Cecílio Gerolamo, Spring H. Han, Ana Carolina Honda, Huiling Huang, Jay Kandampully, Uday S. Karmarkar, Jeff Kessler, Ronald Klimberg, Christian Kowalkowski, Werner H. Kunz, Gang Li, Stephanie Q. Liu, Birgit Mager, Dominik Mahr, Vijay Mehrotra, Cristina Mele, Richard Metters, Jeanne Liliane Marlene Michel, Vera Miguéis, Hiranya K. Nath, Henriqueta Nóvoa, Gaby Odekerken-Schröder, Stefanie Paluch, Fengjie Pan, David Rea, Javier Reynoso, Andrea Ruggiero, Enrico Secchi, Tiziana Russo Spena, Douglas M. Stewart, Krishnamoorthy Subramanian, Stephen S. Tax, Jorge Grenha Teixeira, Rohit Verma, Liana Victorino, Tina Weisser, Jochen Wirtz, Raquel Mizuki Eguchi Yoshida, Jie J. Zhang, Lina Zhong.
Edited by Mark M. Davis, formerly Bentley University, US.
