Service science research, strategy and innovation : dynamic knowledge management methods

1. Services and service management / Balázs Heidrich and Gábor Réthi -- 2. The management of services contracts / Guy Callender -- 3. A model of profitable service recovery / Kristen Bell DeTienne and Aaron Brough -- 4. Increasing service exports: a key contributor in the growth of the global knowledge economy / Max Coulthard -- 5. A theoretical and empirical investigation into service failure and service recovery in the restaurant industry / Pierre Mostert, Danie Petzer and Christine De Meyer -- 6. Structuring the service encounter: a test of alternatives / Maria da Graça Batista, Miguel Pina e Cunha and Armenio Rego -- 7. How service firms manage innovation: development process and factors of success / Frederic Jallat -- 8. Managing intercultural service encounters: establishing the need for intercultural training / Suvenus Sophonsiri and G. Barry O'Mahony -- 9. The role of external indicators in measuring the service performance of local governments: an Italian case study / Fabio Cassia and Francesca Magno -- 10. Service science, value creation, and sustainable development: understanding service-based business models for sustainable future / Albena Antonova -- 11. Productivity and innovation in services: the multidisciplinary perspective offered by service science / Aleksandar Ivanovic and Leonora Fuxman -- 12. Technology-induced customer services in the developing countries / Wilson Ozuem and Geoff Lancaster -- 13. Technical competitive intelligence system: an innovation and technology management tool / Leonel Cezar Rodrigues --