The Palgrave Handbook of Service Management

Part 1: Perspectives on Service Management -- Chapter 1: Overview of the Book -- Chapter 2: Framing and Defining Service Management -- Chapter 3: Service Management: Evolution, Current Challenges, and Opportunities -- Chapter 4: Service Management – Scope, Challenges, and Future Developments -- Chapter 5: Is Service Management experiencing a Change of Era? -- Chapter 6: Service-Dominant Logic and Service Management 4.0 -- Chapter 7: Adapting Service Management for the Sharing Economy -- Part 2: Service Strategy -- Chapter:8: Service Management Strategic Mindsets That Create Positive Customer and Employee Experiences -- Chapter 9: Service Strategizing – Shaping Service in Dynamic Contexts -- Chapter 10: Servitization – A State-of-the-Art Overview and Future Directions -- Chapter 11: Servitization and the necessity of becoming ambidextrous–a 12-year longitudinal study -- Chapter 12: How contemporary scholarship addresses service management practices -- Chapter 13: Contract Innovation: Driving Scale and Scope of Nonownership Value Propositions.-Chapter 14: 2.7 Managing the Exclusivity of Luxury Service Experiences -- Part 3: Service Leadership and Transition -- Chapter 15: The transformative role of resource integration in shaping a new service ecosystem -- Chapter 16: Behavior change–five ways to facilitate co-creation of service for a better world -- Chapter 17: Self-Leadership and Empowerment: Lessons from Service Firms -- Chapter 18: Organizational communication in service management -- Chapter 19: Culture-powered Service Excellence and Leadership-Chinese characteristics -- Chapter 20: Towards socially responsible business: A typology of value postures in nested service ecosystems -- Chapter 21: Customer-Centric Service Ecosystem for Emerging Markets -- Chapter 22: Service Management for Sustainable Business Transformation -- Chapter 23: Transformative Service Research: Where We Are and Moving Forward at the Collective Level -- Part 4: Service Design and Innovation -- Chapter 24: Service Design for systemic change in legacy organizations: A bottom-up approach to redesign -- Chapter 25: Service Design - Innovation for Complex Systems -- Chapter 26: The multiple identities of service design in organizations and innovation projects -- Chapter 27: Tracing the Systems Turn in Service Design and Innovation: Convergence toward Service System Transformation -- Chapter 28: Service Innovation in Networks: Co-creating a Network Business Model -- Chapter 29: Beyond the line of visibility: towards sustainable service innovation -- Chapter 30: Managing employee empowerment and engagement to foster service innovation -- Chapter 31: Understanding Key Market Challenges Through Service Innovation -- Part 5: Service Interaction, quality and operation -- Chapter 32: Customer-to-customer interactions in service -- Chapter 33: Understanding and managing customer experiences -- Chapter 34: How customers’resources influence their co-creation experience -- Chapter 35: Measuring and Managing Customer Experience (CX): What works and what doesn’t -- Chapter 36: Improving service quality through individuals’ satisfaction. Evidence from the healthcare sector -- Chapter 37: Service Productivities’ Next Top-Models -- Chapter 38: Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences -- Chapter 39: Service Failure and Complaints Management: An Overview -- Chapter 40: Expanding the scope of service recovery -- Part 6: Service Technology -- Chapter 41: Technology in Service Systems -- Chapter 42: Smart technologies in service provision and experience -- Chapter 43: Rapport-Building Opportunities and Challenges in Technology-Infused Service Encounters -- Chapter 44: Artificial intelligence and decision making: human-machine interactions for successful value co-creation -- Chapter 45: Managing Artifical Intelligence Systems for Value Co-Creation. The case of Conversational Agents and Natural Language Assistants -- Chapter 46: Servitization and Digitalization as “Siamese Twins” – Concepts and Research Priorities -- Chapter 47: Towards a New Service Reality - Human-Robot Collaboration at the Service Frontline. .