Managing Services: Challenges and Innovation

Hardcover | January 5, 2014

EditorKathryn Haynes, Irena Grugulis

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The nature of services in society and the economy is wide-ranging and complex, and the management of services and their innovation provokes a number of challenges for practitioners, professionals, and academics. This book provides a range of perspectives on understanding, managing, andreconceptualising service by bringing together contributions from leading figures in service research, to make a timely and significant multi-disciplinary contribution to the theory and practice of service management. The book presents a collection of contemporary perspectives on service management challenges, extending the understanding of service through exploration and critique of service organizational and managerial strategies from selected theoretical and empirical perspectives. Amongst other contributions,it reviews the distinctive role and importance of service to academics, professionals, and practitioners; identifies appropriate bridging strategies; evaluates selected aspects of the practice of service management, and investigates the challenges inherent in managing services; reviews the nature,direction, and applicability of selected theoretical dimensions which inform the understanding of service management; considers contemporary innovations in services and service management; and assesses the opportunities for theory building, to further support understanding of the complexities ofservice management and its impact on organisations and wider society.It will be of interest to graduate students, academics and practitioners in service management.

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The nature of services in society and the economy is wide-ranging and complex, and the management of services and their innovation provokes a number of challenges for practitioners, professionals, and academics. This book provides a range of perspectives on understanding, managing, andreconceptualising service by bringing together cont...

Professor Kathryn Haynes holds the Northern Society Chair in Accounting at Newcastle University Business School, UK. Kathryn is a Chartered Accountant and Fellow of the Institute of Chartered Accountants in England and Wales (ICAEW). Kathryn is also a Fellow of the Advanced Institute of Management Research (AIM), where she was Lead Fel...

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Kobo ebook|Jul 29 2016

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Format:HardcoverDimensions:212 pages, 9.21 × 6.14 × 0.98 inPublished:January 5, 2014Publisher:Oxford University PressLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:019969608X

ISBN - 13:9780199696086

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Table of Contents

Professor Robin Wensley, Director of AIM: Preface1. Kathryn Haynes and Irena Grugulis: Managing Services and the Service Sector: An Introduction2. Giuliana Battisti, Yogesh K. Dwivedi, Adrian T.H. Kuah, and Cristiana R. Lages: Service Measurement and Definition: Challenges and Limitations3. Martin Spring: The Shifting Terrain of Service Operations Management4. Irena Grugulis: Employment in Service and the Service sector5. Kathryn Haynes: Gender and Diversity Challenges in Professional Services Firms6. Joe O Mahoney: Management Innovation in the UK Consulting Industry7. Andy Neely: Society s Grand Challenges: What Role for Services?8. Irene C L Ng, Stephen L. Vargo and Laura A. Smith: Reconceptualising Service through a Service-Dominant Logic9. Ammon Salter and Bruce S. Tether: Innovation in Services: An Overview10. Martin Spring, Luis Araujo, and Katy Mason: Offshoring and Outsourcing of Administrative and Technical Services: a Modularity Perspective11. Laura A Smith and Irene C L Ng: Service Systems for Value Co-Creation