This article focuses on the changing and growing role played by design in service management and how this impacts the role of service managers. It gives a short outline of the history of service design, illustrating the wide impact that can be and has been achieved through service design in both...

Co-creation has become a central topic due to the interactive nature of service processes in organizations with a relatively stable resource base. However, there is a lack of service research in resource-constrained contexts, such as the Base of the Pyramid (BoP), where informal service...

Service quality matters, but variation based methods are of limited use in service settings because of violation of their underlying assumptions, and the preponderance of service failures arising from human error. There are more appropriate methods to control and decrease the likelihood and...

Customer Success Management (CSM) is a rapidly growing functional area and organizational philosophy that has emerged in tandem with the growth of Software-as-a-Service and the subscription economy. This job title and business function is relatively new but is growing very rapidly, with the work...

Customers from different cultures and with different religious beliefs have different views of service excellence and what constitutes inappropriate service. Service Operations workers from different cultures/religions have different backgrounds and social mores that cause them to react to...

Drawing upon research in consumer behavior concerning customer beliefs of technology, multiple studies investigated the connection between customer technology readiness (TR) and service outcomes such as usability evaluation and final usage (Massey, Khatri, and Montoya-Weiss 2007, Tsikriktsis...

Healthcare is a special type of service industry because of its extensive high-touch customer contact, a wider variety of services provided, and death as a potential outcome. The COVID-19 pandemic has tested and stretched the healthcare industry more than ever. The next normal for healthcare...

Brazil is South America's largest country both in geographic size and population. Consequently, its Unified Health System faces significant challenges due to the country's size and widespread regional and social inequalities. In addition, it often encounters poor management of resources and...

In a world becoming fully connected, data emerges in large quantities from sensors and varied human and machine interactions. Big data and data science have tremendous impacts on service organizations, enabling them to personalize offerings, build more lasting customer relationships and foster...

The field of Business Analytics (BA) has been growing exponentially in the private and public sectors for the past two decades. The role of BA has similarly intensified in the service industry. Many service organizations, large and small, have embraced and required BA as a means for obtaining a...