In a world moving towards services, driving service productivity is a central challenge for leaders and members of all types of organisations: for service businesses there is a clear need to be “productive”, but it is far less clear what this exactly means. In this book, we invite you on a...

Strategy researchers have given very little attention to services, even though they now dominate the gross domestic product of almost all countries. We encourage more research focused on service as the basic mode of generating revenue today, especially as the economic landscape is being...