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Elgar Encyclopedia of Services
The Encyclopedia of Services is a ground-breaking resource that offers a unique overview of what constitutes the main source of wealth and employment in our contemporary economies, namely services.
This title contains one or more Open Access entries.
This title contains one or more Open Access entries.
More Information
Contributors
Contents
More Information
The Encyclopedia of Services is a ground-breaking resource that offers a unique overview of what constitutes the main source of wealth and employment in our contemporary economies, namely services.
Divided into five thematic parts, the Encyclopedia thoroughly examines services from a variety of disciplinary perspectives. It provides a pedagogical state of the art review of 283 topics falling within the scope of the major streams of service studies, such as services in economic thought, services management and services innovation. Each entry describes, synthesizes and discusses the main dimensions of the given topic, highlighting key research areas and literature.
This Encyclopedia will be particularly invaluable for researchers and students in the economics, sociology, political science and management fields as well as practitioners in the private and public sector.
Key Features:
• First encyclopedia of service studies covering the key topics in the field
• Entries written by 241 leading scholars and practitioners from 39 different countries
• Fully supported by The European Association for Research on Services (RESER)
• Multi-disciplinary approach across the fields of economics, management, sociology, geography, but also political science and history.
Divided into five thematic parts, the Encyclopedia thoroughly examines services from a variety of disciplinary perspectives. It provides a pedagogical state of the art review of 283 topics falling within the scope of the major streams of service studies, such as services in economic thought, services management and services innovation. Each entry describes, synthesizes and discusses the main dimensions of the given topic, highlighting key research areas and literature.
This Encyclopedia will be particularly invaluable for researchers and students in the economics, sociology, political science and management fields as well as practitioners in the private and public sector.
Key Features:
• First encyclopedia of service studies covering the key topics in the field
• Entries written by 241 leading scholars and practitioners from 39 different countries
• Fully supported by The European Association for Research on Services (RESER)
• Multi-disciplinary approach across the fields of economics, management, sociology, geography, but also political science and history.
Contributors
Contributors: Diego Aboal, Emel Aktas, Debora Allam Firley, Abdelmajid Amine, Anthony Arundel, José Aureliano Martín Segura, Liudmila Bagdonienė, Chloé Baillod, Tim Baines, Gabriel Baldassarri, Sen Bao, Jerome Baray, Heike Baumüller, Ahmad Beltagui, Sabine Benoit, Daisy Bertrand, Bernd Bienzeisler, Corinne Blanquart, Knut Blind, Audrey Bonnemaizon, Stephane Bourliataux-Lajoinie, Christian Bourret, Kristin Brandl, Jan Bröchner, Damien Broussolle, John R. Bryson, Bernhard Bukovc, Karla Cabrera, Sandrine Cadenat, José A. Camacho, Javier Casares, Cristina Castro-Lucas, Patricia Chew, Germán Contreras Ramírez, Cheryl Marie Cordeiro, Antonio Coviello, Benedetta Crisafulli, Anthony P. D’Costa, Bernhard Dachs, Delaplace Marie, Nicola De Liso, Carlai de Oliveira Netto, Thérèse Depeyrot, Benoît Desmarchelier, Gisela Di Meglio, Mbaye Fall Diallo, Ronan Divard, Faridah Djellal, David Doloreux, Roberto Echandi, Per Echeverri, Noella Edelmann, Bo Edvardsson, Peter Enderwick, Marit Engen, Eddy S. Fang, Klara Foti, Matteo Fiorini, Asbjørn Følstad, José Franco, Guilherme Freitas Camboim, Martin P. Fritze, Lars Fuglsang, Olivier Furrer, Patricia Gabaldon, David Gago, Jorge Gallego, María-Teresa Gallo-Rivera, Camal Gallouj, Faïz Gallouj, Naïla Gallouj, Nizar Gallouj, Walter Ganz, Manuel García-Goñi, Rubén Garrido-Yserte, Johannes Glückler, Marina Gregoric, Ida Gremyr, Samuel Guillemot, Simon Güntner, Varun Gupta, Chetna Gupta, Ragnhild Halvorsrud, Nicole Hartley, Nathalie Haug, Kristina Heinonen, Brita Hermelin, Christiane Hipp, Anne-Mette Hjalager, Bernard Hoekman, Jonas Holmqvist, Rimante Hopeniene, Kirsi Hyytinen, Tommi Inkinen, Heike Jacobsen, Frédéric Jallat, Muriel Jougleux, Philippe Jourdan, Valérie Jourdan, Uday Karmarkar, Matthias Kipping, Jane Knight, Heidi M. E. Korhonen, Kaisa Koskela-Huotari, Christian Kowalkowski, Henk L. M. Kox, Werner Kunz, Jari Kuusisto, Aarre Laakso, Pierre Labarthe, Mikèle Landry, Andreas Langer, Catherine Lapassouse Madrid, Conrad Lashley, Craig Lee, Veiko Lember, Pierre-Yves Léo, Luna Leoni, Christine Liefooghe, Huan Liu, Ben S. Liu, Raquel Llorente, Sylvie Llosa, Urko Lopez Odriozola, Birgit Mager, Paul P. Maglio, Elodie Mallor, Catherine Maman, Elena Mañas, Alessandra Marasco, Andres Maroto Sanchez, Valérie Mathieu, Cristina Mele, Anne-Laure Mention, Bernadette Mérenne-Schoumaker, Ines Mergel, Richard Metters, Ian Miles, Michael Mol, Pascale Molinier, Oscar Montes Pineda, Laure Morel, Rabeh Morrar, Szilvia Mosonyi, Nanno Mulder, Stephan Müller, Francesco Mureddu, Jon Murphy, Angeline Nariswari, José Luis Navarro Espigares, Francisco J. Navarro-Meneses, Jens Neuhüttler, Hildegunn Kyvik Nordås, Chiara Orsingher, Stephen P. Osborne, Gilles Paché, Jean-Claude Pacitto, Adrian Palmer, Stefanie Paluch, Theoni Paschou, Sonia Paulino, Isabel Pedraza-Acosta, Javier Peña Capobianco, Michael Peneder, Jeffrey Peo, Alberto Peralta, Leandro Pereira, César Pérez López, Gilberto Perez, Rozenn Perrigot, Jean Philippe, Daryl Powell, Andreas Pyka, Bertrand V. Quélin, Jacob Dahl Rendtorff, Eduardo Raupp de Vargas, Javier Reynoso, Arnaud Riviere, Ian Rodgers, Mercedes Rodríguez, Maria Røhnebæk, Rolf Rønning, Mark S. Rosenbaum, Martin Roy, Luis Rubalcaba, Leticia Rubalcaba, Tiziana Russo-Spena, Grete Rusten, Pierre Sauvé, Maria Savona, Doris Schartinger, Benjamin Schneider, Andreas Schroeder, Ada Scupola, Liting Selina Liang, Kostas Selviaridis, Richard Shearmur, Anirudh Shingal, Michael Smets, Peter M. Smith, Ernesto Solano, Walter R. Stahel, Lea F. Stöber, Patrik Ström, Silvia Stuchi, Zhaohao Sun, Jon Sundbo, Jean-Baptiste Suquet, Magali Talandier, James Tarbit, Brian Tjemkes, Rafael Toassi Crispim, Marja Toivonen, Bård Tronvoll, Rodoula H. Tsiotsou, Tiina Tuominen, Hannamaija Tuovila, Ana Valdés, Aku Valtakoski, Wendy van der Valk, Jaap W. van Hal, Stephen L. Vargo, Marie-Pierre Vaslet, Xavier Vence, Anna Serena Vergori, Peter C. Verhoef, Céline Viala, Eran Vigoda-Gadot, Anna Viljakainen, Kentaro Watanabe, K. Matthias Weber, Paul Windrum, Lars Winther, Jochen Wirtz, Lars Witell, Anita Wölfl, Emel Yarimoglu, Antonello Zanfei, Paulo Antônio Zawislak, Thomas Zeroual, Ali Ziaee Bigdeli
Contents
Contents:
Preface and acknowledgments xxiii
SECTION 1 TERTIARIZATION AND
SERVICES: DEFINITIONS AND THEORIES
1.1 Definitions and classifications
Architectural (or Assembled) Services 3
Faridah Djellal
Characteristics of Services 5
Sabine Benoit
The Concept of Services in EU Legal
Texts 7
Damien Broussolle
Gadrey’s Service Triangle 9
Faïz Gallouj
Industry Borders and the Size of the
Services-Producing Sector 11
Damien Broussolle
Service Classification 13
Luis Rubalcaba and Ernesto Solano
Service Definition 17
Luis Rubalcaba
Service Ontology 19
Aarre Laakso and Luis Rubalcaba
Services in National Accounts 21
Damien Broussolle
The “Services Worlds” 22
Faïz Gallouj
1.2 Sectors and activities
Big Four Audit and Accounting Firms 25
Camal Gallouj and Nizar Gallouj
Construction as a Service 29
Jan Bröchner
Cultural and Creative Industries 31
Lars Fuglsang
E-Services 33
Ada Scupola
Factoryless Goods Producing Firms 35
Damien Broussolle
Farm Advisory Services 36
Pierre Labarthe
High-Speed Rail Services 38
Marie Delaplace
Hospital Retailing 40
Naïla Gallouj
Industrial Services 42
Heidi M. E. Korhonen
Insurance Services 43
Debora Allam-Firley
Introduction to Web Services 46
Jens Neuhüttler
Knowledge-Intensive Business
Services (KIBS) 47
Liudmila Bagdonienė
Knowledge-Intensive Social Services (KISS) 52
Benoît Desmarchelier
M-Tourism Services 53
Stephane Bourliataux-Lajoinie and Arnaud
Riviere
Management Consultants: From Pariah to
Hegemon? 55
Matthias Kipping
The Many Service Dimensions of Agriculture 59
Camal Gallouj
Professional Service Firms 64
Michael Smets, Jeffrey Peo and Ian Rodgers
Public Health Services 65
Ida Gremyr
Publishing and Editing as a Service 66
Marie-Pierre Vaslet
Touristic Services 69
Rimante Hopeniene
Transportation and Logistics Services 71
Bernd Bienzeisler
1.3 Structural change, tertiarization
and markets
Demand-Driven Services 74
Zhaohao Sun
Household Services Consumption 77
Elena Mañas and Patricia Gabaldon
Input-Output and Services 80
José A. Camacho and
Mercedes Rodríguez
Market Forms in Services 83
Henk L. M. Kox
Productivity and Performance in Services 88
Andres Maroto Sanchez
Services Economic Growth 92
Luis Rubalcaba and Ernesto Solano
Servindustrial Economy 96
Aku Valtakoski and Javier Reynoso
Structural Change and Tertiarization in
Developing Countries 97
Gisela Di Meglio and Jorge Gallego
1.4 Services in economic and management
thought: concepts and theories
Alfred Sauvy, Services and the
Spillover Theory 100
Camal Gallouj
Allan Fisher and the Tertiary Sector 101
Camal Gallouj
Circular Economy and Services 102
Camal Gallouj and Céline Viala
Colin Clark and the Generalization of the
Three-Sector Model 103
Camal Gallouj
Complex Systems, Risk Economics and
Services: Giarini’s Contribution 104
Camal Gallouj
Daniel Bell and the Post-Industrial Society 105
Faïz Gallouj
The Experience Economy and Service
Experiences 106
Jon Sundbo
Fr.d.ric Bastiat and Services 110
Jon Murphy
The Functional and Performance Economy
in Services 111
Walter R. Stahel
Harry Greenfield and the Focus on Producer
Services 114
Camal Gallouj
Heinrich Storch and “Internal Goods” 115
Faïz Gallouj
Ibn Khaldun and the Many Ways to Make
a Living 117
Camal Gallouj and Faïz Gallouj
The Increasing Complexity and the
“What-How” Transformation 118
Camal Gallouj
Information Economy, Knowledge Economy,
Intangible and New Economy . . .
What Next? 119
Camal Gallouj
Jean Fourasti. and the Logic behind the
Three-Sector Model 122
Camal Gallouj
Jean Gadrey: Characterizing Services
and Service Relationships 123
Camal Gallouj
Joachim Singelmann: Toward a Refined
Classification of Services 126
Camal Gallouj
Jonathan Gershuny and the Self-Service
Society 127
Faïz Gallouj
Public Service Logic 129
Stephen P. Osborne
Quaternary Sector 133
Camal Gallouj
Service-Dominant Logic 134
Angeline Nariswari and
Stephen L. Vargo
Service Ecosystems 137
Kaisa Koskela-Huotari
Service: From Smith to Hill 139
Damien Broussolle
Service Science 142
Paul P. Maglio
Services and Schumpeter 144
Michael Peneder
The Three-Sector Model 145
Camal Gallouj
Victor Fuchs and Services 147
Camal Gallouj
What did Marx Say on Services? 148
Damien Broussole
William J. Baumol and Services 149
Benoît Desmarchelier
SECTION 2 MANAGING SERVICES,
SERVICES IN MANAGEMENT
2.1 Organization and operations
Balancing Demand and Capacity in Services 153
Patricia Chew and Jochen Wirtz
Core Services and Peripheral Services 157
Faridah Djellal and Camal Gallouj
Corporate Digital Responsibility (CDR) in
Services 158
James Tarbit, Nicole Hartley, Werner Kunz
and Jochen Wirtz
Digital Servitization of Manufacturing Firms 162
Theoni Paschou
Front Office Versus Back Office 163
Camal Gallouj and Jean-Claude Pacitto
Lean Management in Services 165
Daryl Powell
Logistics in Service Organizations 166
Gilles Paché
Low Cost in Services 169
Camal Gallouj
Product-Service Systems 172
Valérie Mathieu
Public-Private Partnerships for Service
Provision 173
Veiko Lember
Service Blueprint 176
Faïz Gallouj
Service Growth in Product Firms 178
Christian Kowalkowski
Service Industrialization 180
Uday Karmarkar
Service Operations 183
Richard Metters
Service Outsourcing: Delineating the Scope
of the Firm 187
Bertrand V. Quélin
Servitization and Advanced Services 192
Ahmad Beltagui, Tim Baines,
Andreas Schroeder and Ali Ziaee Bigdeli
Servuction Systems 196
Muriel Jougleux
Smart Product-Service Systems 199
Kentaro Watanabe
Sourcing Business Services 201
Wendy van der Valk
and Kostas Selviaridis
Time and Services 205
Camal Gallouj
Worlds of Production and Performance in
Services 207
Faïz Gallouj
2.2 Service marketing and strategy
Communication in Services 213
Ronan Divard
Consumer Resistance in Services 216
Abdelmajid Amine
Customer Journey 219
Asbjørn Følstad and
Ragnhild Halvorsrud
E-servicescape/Cyberscape 220
Mark S. Rosenbaum and
Germán Contreras Ramírez
Information Asymmetry and Uncertainty in
Service Markets 221
Camal Gallouj
Luxury Service Consumption 223
Jonas Holmqvist, Jochen Wirtz and
Martin P. Fritze
Management of Franchise Chains in
Services 225
Rozenn Perrigot
Multi/Omni and Cross-Channel Distribution 226
Huan Liu and Peter C. Verhoef
Positioning a Service 230
Ronan Divard
Pricing in Services 232
Frédéric Jallat
Quality Signaling on Service Markets 236
Camal Gallouj
Ranking in Services 239
Camal Gallouj and Hind Marzak
Relationship Marketing in Services 242
Adrian Palmer
Satisfaction in Service Experiences 245
Elodie Mallor and Sylvie Llosa
Self-Service and Customer Participation 249
Audrey Bonnemaizon and Sandrine Cadenat
Service Climate 252
Benjamin Schneider
Service Failure, Recovery and Complaint
Handling 254
Chiara Orsingher
Service Franchising 257
Rozenn Perrigot
Service Guarantee 259
Benedetta Crisafulli
Service Level Agreement (SLA) 261
Gilberto Perez
Service Quality Models 262
Emel Yarimoglu
Service Robots and AI in the Frontline 265
Stefanie Paluch, Jochen Wirtz and
Werner Kunz
Services and Customer Deviance 269
Jean-Baptiste Suquet
Servicescape 272
Mark S. Rosenbaum and
Germán Contreras Ramírez
Social Franchising 275
Rozenn Perrigot
Standards and Certifications for Services 276
Grete Rusten
Strategic Alliances of Service Firms 279
Brian Tjemkes and Olivier Furrer
Strategies for Developing Customer Loyalty
for Services 282
Jochen Wirtz and Patricia Chew
Understanding Consumer Behavior in the
Service Encounter 286
Jochen Wirtz and Patricia Chew
2.3 Employment, HRM in services
“Bullshit Jobs”, Service Jobs? 293
Camal Gallouj
Creative Class 294
Camal Gallouj
Customers as “Partial Employees” of
Service Organizations 295
Camal Gallouj, Philippe Jourdan
and Valérie Jourdan
Emotional Work and Services 297
Employee Empowerment in Services 299
Conrad Lashley
“Good Jobs vs Bad Jobs”: Dualism in
the Service Labor Market 301
Camal Gallouj
Human Resource Management (HRM)
and Employment in Services 302
John R. Bryson
Human Resource Management (HRM)
Consultants and Private Personnel Services:
Shaping the Labor Market 305
Camal Gallouj
Knowledge Management in Management
Consultancy 307
Szilvia Mosonyi
Pedagogical Servuction in Higher Education 310
Catherine Lapassouse Madrid
Professional Identity in Services 312
Per Echeverri
Retaining Business and Professional
Service Employees 314
John R. Bryson
Service Employment Systems 315
Damien Broussolle
Up or Out System in Consultancy 317
Camal Gallouj
SECTION 3 INNOVATION IN SERVICES,
SERVICES IN INNOVATION
3.1 Definitions, concepts, theories and
measurement
Assimilation Approaches to Innovation in
Services 322
Faïz Gallouj
The Assimilation-Demarcation-Integration
(ADI) Framework for Innovation in Services 323
Faridah Djellal
Bricolage and Ad Hoc Innovation 325
Lars Fuglsang
Characteristics-Based Approaches for
Innovation in Services 327
Paul Windrum
Demarcation Approaches to Innovation in
Services 331
Faïz Gallouj
Innovations in Smart Service Systems 333
Jens Neuhüttler and Walter Ganz
Integration Approaches to Innovation in
Services 336
Faïz Gallouj
Inversion Approaches to Innovation in
Services 338
Faridah Djellal
Measuring Innovation in Services 339
Anna Serena Vergori and Nicola De Liso
Public-Private Innovation Networks in
Services (PPINSs) 342
Alessandra Marasco
Public Service Innovation Networks (PSINs) 343
Faïz Gallouj and Nizar Gallouj
The Reverse Product Cycle Model (Barras) 346
Faridah Djellal
Service Innovation in OECD Manuals 347
Anthony Arundel
Services and Community Innovation
Surveys 349
Maria Savona
Social Innovation and Services 351
Luis Rubalcaba
3.2 Organization and strategy for innovation
Artificial Intelligence in Services 356
Cristina Mele and Tiziana Russo-Spena
Blockchain and Innovation in Services 359
Tiziana Russo-Spena and Cristiana Mele
Design Thinking for Public Service
Innovation 360
Maria Taivalsaari Røhnebæk
Dynamic Capabilities for Service
Innovation in the Digital Era 361
Paulo Antônio Zawislak, Carlai de Oliveira
Netto, Rafael Toassi Crispim and Guilherme
Freitas Camboim
Employee Involvement in Service Innovation 363
Marit Engen, Lars Fuglsang and Tiina
Tuominen
Fablabs and Hackerspaces and Innovation
in Services 365
Laure Morel
Global and National Cooperation in Service
Innovation 366
Xavier Vence
Intellectual Property Rights and Service
Innovation 367
Doris Schartinger
Intrapreneurship in Services 371
Jon Sundbo
Living Labs for Service Innovation 372
Lars Fuglsang
New Service Development: Key Concepts
and Performance Drivers 375
Bo Edvardsson and Bård Tronvoll
Practice-Based Innovation in Services 379
Marja Toivonen
Quality Standards and Innovation in Services 382
Christiane Hipp
R&D in Services 383
Jari Kuusisto and Liting Selina Liang
Service Design and Innovation 386
Birgit Mager
Service Innovation and Ethics and
Societal Issues 388
Jacob Dahl Rendtorff
Social Entrepreneurship and Service
Innovation 391
Ada Scupola
“Up or Out” System and Innovation in
Consulting Firms 393
Camal Gallouj
User/Consumer-Based Innovation
in Services 395
Olivier Furrer, Mikèle Landry,
Chloé Baillod, Rodoula Tsiotsou and
Ben Liu
3.3 Sectoral approaches to innovation
in services
The “Retail Accordion” Model of Hollander 401
Camal Gallouj
The “Big Middle” Model of Innovation and
Change in Retailing 403
Camal Gallouj
Creative Innovation in Gastronomy
Services 404
Cheryl Marie Cordeiro and Jaap W. van Hal
Digital Transformation in the Public
Sector 406
Noella Edelmann, Nathalie Haug
and Ines Mergel
Innovation and Knowledge Management in
Consultancy Services 408
Faridah Djellal
Innovation in Financial Services 409
Anne-Laure Mention
Innovation in Health Services 414
José Luis Navarro Espigares
Innovation in Insurance Services 418
Antonio Coviello
Innovation in KIBS 420
David Doloreux, Richard Shearmur
and Gabriel Baldassarri
Innovation in Postal Services 424
Bernhard Bukovc
Innovation in Professional Service Firms 427
Michael Smets, Ian Rodgers and
Jeffrey Peo
Innovation in Restaurants 428
Craig Lee
Innovation in Social Services 429
Andreas Langer and Simon Güntner
Innovation in Tourism and Hospitality 432
Anne-Mette Hjalager
Innovation in Transportation 434
Stephan Müller
KIBS in Innovation Systems 439
Ian Miles
“Local” Theories and Models of Innovation
in Retailing 445
Camal Gallouj
Open Banking Services 448
Gilberto Perez
Platforming: A Logistical Service
Innovation 449
Gilles Paché
Public Service Innovation 452
Antonello Zanfei
Service Innovation in Construction 457
Jan Bröchner
Service Innovation in Manufacturing Firms 458
Lars Witell
The “Wheel of Retailing” Model 461
Camal Gallouj
SECTION 4 SERVICES TRADE,
SERVICES SPACES
4.1 Services: an international perspective
Cloud-Based Services, Digital Platforms
and Internationalization 466
John R. Bryson
The COVID-19 Shock and Services Trade 467
Anirudh Shingal
Digital Services in the Food and Agriculture
Sectors of Developing Countries 468
Heike Baumüller
The General Agreement on Trade in
Services: A Work in Progress 470
Jean Philippe
Global Supply Chains: The Fragility of
Delivery Service 472
Gilles Paché
Gravity Models and Trade in Services 474
Peter M. Smith
Indian Software Services 476
Anthony P. D’Costa
International Branding in Services 477
Mbaye Fall Diallo
International Trade and Services 479
Mercedes Rodríguez and
José A. Camacho
Internationalization of Higher Education 481
Jane Knight
Internationalization of Management
Consultancy 483
Johannes Glückler
Internationalization of Services in
Emerging Countries 486
Cristina Castro-Lucas
Knowledge Services Offshoring 488
Kristin Brandl and Michael Mol
M-Services in Developing Countries 489
Stephane Bourliataux-Lajoinie
and Arnaud Rivière
Medical Tourism 490
Marina Gregoric
Multinational Service Firms 492
Peter Enderwick
Peer-to-Peer Sharing Platforms, from Gifts
to International Exchanges 493
Daisy Bertrand
The Role of Standards for Trade in Services 495
Knut Blind
Service Innovation in Developing Countries 499
Diego Aboal and Luis Rubalcaba
Service Offshoring 502
Jean Philippe and Pierre-Yves Léo
Service Trade, Gender and Policies 503
Pierre Sauvé
Services in Developing Countries 506
Eduardo Raupp de Vargas
Services in the Balance of Payments 509
Damien Broussolle
Services Internationalisation 511
Jean Philippe and Pierre-Yves Léo
Services SMEs and International Trade 513
Hildegunn Kyvik Nordås
4.2 Services: regional and local perspectives
City as a Service 517
Anna Viljakainen
Coworking, Third Places and Local
Development 518
Christine Liefooghe
E-Services in Urban Areas 521
Tommi Inkinen
The Geography of KIBS 522
Richard Shearmur and David Doloreux
Intra-Urban Localization of Services 524
Lars Winther
Last Mile Delivery Services 525
Emel Aktas
Local Intensive Business Services (LIBS) 526
Magali Talandier
Service Location and Retail Location 529
Jerome Baray
Services and Urban Centers 534
Jean Philippe and Pierre-Yves Léo
Services Geography 536
Bernadette Mérenne-Schoumaker
Services in Regional Development:
From Followers to Engines 538
Camal Gallouj
Services: Engine of Urban Economic
Growth 540
Jean Philippe and Pierre-Yves Léo
SECTION 5 SOCIETAL CHALLENGES AND
PUBLIC POLICY
5.1 Societal challenges for services
Active Mobility Services 544
Silvia Stuchi and Sonia Paulino
Base of the Pyramid (BoP) Service Research 547
Karla Cabrera, Ana Valdés and
Javier Reynoso
Capturing the Value of Public Services 549
Kirsi Hyytinen
Care Society, Care Services 552
Pascale Molinier
Chinese Culture and its Impacts on the
Service Economy 554
Sen Bao and Marja Toivonen
Cultural Differences and Services 556
Olivier Furrer
Elderly Care Services in the Future:
The Role of Technology 559
Hannamaija Tuovila,
Kentaro Watanabe and Kirsi Hyytinen
Green Platforms Services for
Sustainability 560
Andreas Pyka and Lea F. Stöber
Integration Services for Refugees 564
Klara Foti
Islamic Financial Services 565
Eddy S. Fang
Islamic Touristic Services 570
Camal Gallouj
New Services for Elderly People in Europe 574
Christian Bourret and Thérèse Depeyrot
Resilience and Renewal through Imposed
Service Innovation 576
Kristina Heinonen
Retail Services and Aging Consumers 577
Camal Gallouj
Science Museums as Educational Services 581
José Aureliano Martín Segura and
César Pérez López
Service and “Servitude” 581
Isabel Pedraza-Acosta
Service and Aging 584
Samuel Guillemot
Services and Religion 588
Camal Gallouj
Service Inclusion 593
Rolf Rønning
Services and Environment (Greening) 596
Brita Hermelin and Patrik Ström
Services and the Environmental Kuznets
Curves 600
Benoît Desmarchelier
Services Sector in Conflict Regions 601
Rabeh Morrar
Sexual Services and Escorts 604
Camal Gallouj
Street Services: Street Vendors and Service
Providers 609
Camal Gallouj
The Sustainability of Logistics and
Transportation Services 612
Corinne Blanquart and
Thomas Zeroual
Women and Services 614
Heike Jacobsen
5.2 Public policy for services
Big Data Services and Policy Making 619
Luis Rubalcaba, Leticia Rubalcaba
and Aarre Laakso
Competition Policy 621
Luis Rubalcaba
Deregulation in Services Network Industries
within the European Union 623
Damien Broussolle
Educational Services and Policies:
Towards a System Approach 625
Oscar Montes Pineda
Employment Policies in the Services Sector 626
Raquel Llorente
Entrepreneurship Policies for Public Libraries 628
Varun Gupta, Chetna Gupta and Leandro
Pereira
Global Services Skills Policies 630
Javier Peña Capobianco
Good Practices in Promoting FDI
in Services 632
Roberto Echandi
Policies for Blockchain Adoption in
Education 635
Varun Gupta, Chetna Gupta and Leandro
Pereira
Policies for Co-Creation in Public
Administrations 636
Francesco Mureddu
Policies for Digital Transformation
in Services 639
David Gago
Policies for Distributive Trades Services 640
Javier Casares
Policies for Health Services 641
Manuel García-Goñi
Policies for Innovation in the
Public Sector 642
Eran Vigoda-Gadot
Policies for Knowledge-Intensive Business
Services 647
Luna Leoni and Urko Lopez Odriozola
Policies for Public-Private Innovation
Networks 650
K. Matthias Weber and
Bernhard Dachs
Policies for Service Innovation in
Developing Countries 652
Luis Rubalcaba and Diego Aboal
Policies for Services Innovation in
Enterprises 653
Luis Rubalcaba and José Franco
Policies for Services Integration in
Global Value Chains 657
Nanno Mulder
Policy Barriers to Trade in Services and
their Impact 659
Martin Roy
Policy for Services Statistics in a Digital
and Borderless Economy 660
Diego Aboal and Luis Rubalcaba
Public Policies for Digital Co-Creation
in Public Services 662
Noella Edelmann and Francesco Mureddu
Public Policies for Service Quality 663
Luis Rubalcaba and Aarre Laakso
Public Policy and Sustainable Service-
Oriented Business Model Innovation 666
Alberto Peralta
Regional Policies and the Services
Sector 668
Rubén Garrido-Yserte and
María-Teresa Gallo-Rivera
Regulation in Services 669
Henk L. M. Kox
Regulation of False Self-Employment
in Services 673
Anita Wölfl
Services-Related Policies: An Overall
Framework 675
Luis Rubalcaba
Services Trade Policy 677
Matteo Fiorini and Bernard Hoekman
The Single Market and the Services
Directive 679
Damien Broussolle
Tourism Policies 681
Francisco J. Navarro-Meneses
Index 685
Preface and acknowledgments xxiii
SECTION 1 TERTIARIZATION AND
SERVICES: DEFINITIONS AND THEORIES
1.1 Definitions and classifications
Architectural (or Assembled) Services 3
Faridah Djellal
Characteristics of Services 5
Sabine Benoit
The Concept of Services in EU Legal
Texts 7
Damien Broussolle
Gadrey’s Service Triangle 9
Faïz Gallouj
Industry Borders and the Size of the
Services-Producing Sector 11
Damien Broussolle
Service Classification 13
Luis Rubalcaba and Ernesto Solano
Service Definition 17
Luis Rubalcaba
Service Ontology 19
Aarre Laakso and Luis Rubalcaba
Services in National Accounts 21
Damien Broussolle
The “Services Worlds” 22
Faïz Gallouj
1.2 Sectors and activities
Big Four Audit and Accounting Firms 25
Camal Gallouj and Nizar Gallouj
Construction as a Service 29
Jan Bröchner
Cultural and Creative Industries 31
Lars Fuglsang
E-Services 33
Ada Scupola
Factoryless Goods Producing Firms 35
Damien Broussolle
Farm Advisory Services 36
Pierre Labarthe
High-Speed Rail Services 38
Marie Delaplace
Hospital Retailing 40
Naïla Gallouj
Industrial Services 42
Heidi M. E. Korhonen
Insurance Services 43
Debora Allam-Firley
Introduction to Web Services 46
Jens Neuhüttler
Knowledge-Intensive Business
Services (KIBS) 47
Liudmila Bagdonienė
Knowledge-Intensive Social Services (KISS) 52
Benoît Desmarchelier
M-Tourism Services 53
Stephane Bourliataux-Lajoinie and Arnaud
Riviere
Management Consultants: From Pariah to
Hegemon? 55
Matthias Kipping
The Many Service Dimensions of Agriculture 59
Camal Gallouj
Professional Service Firms 64
Michael Smets, Jeffrey Peo and Ian Rodgers
Public Health Services 65
Ida Gremyr
Publishing and Editing as a Service 66
Marie-Pierre Vaslet
Touristic Services 69
Rimante Hopeniene
Transportation and Logistics Services 71
Bernd Bienzeisler
1.3 Structural change, tertiarization
and markets
Demand-Driven Services 74
Zhaohao Sun
Household Services Consumption 77
Elena Mañas and Patricia Gabaldon
Input-Output and Services 80
José A. Camacho and
Mercedes Rodríguez
Market Forms in Services 83
Henk L. M. Kox
Productivity and Performance in Services 88
Andres Maroto Sanchez
Services Economic Growth 92
Luis Rubalcaba and Ernesto Solano
Servindustrial Economy 96
Aku Valtakoski and Javier Reynoso
Structural Change and Tertiarization in
Developing Countries 97
Gisela Di Meglio and Jorge Gallego
1.4 Services in economic and management
thought: concepts and theories
Alfred Sauvy, Services and the
Spillover Theory 100
Camal Gallouj
Allan Fisher and the Tertiary Sector 101
Camal Gallouj
Circular Economy and Services 102
Camal Gallouj and Céline Viala
Colin Clark and the Generalization of the
Three-Sector Model 103
Camal Gallouj
Complex Systems, Risk Economics and
Services: Giarini’s Contribution 104
Camal Gallouj
Daniel Bell and the Post-Industrial Society 105
Faïz Gallouj
The Experience Economy and Service
Experiences 106
Jon Sundbo
Fr.d.ric Bastiat and Services 110
Jon Murphy
The Functional and Performance Economy
in Services 111
Walter R. Stahel
Harry Greenfield and the Focus on Producer
Services 114
Camal Gallouj
Heinrich Storch and “Internal Goods” 115
Faïz Gallouj
Ibn Khaldun and the Many Ways to Make
a Living 117
Camal Gallouj and Faïz Gallouj
The Increasing Complexity and the
“What-How” Transformation 118
Camal Gallouj
Information Economy, Knowledge Economy,
Intangible and New Economy . . .
What Next? 119
Camal Gallouj
Jean Fourasti. and the Logic behind the
Three-Sector Model 122
Camal Gallouj
Jean Gadrey: Characterizing Services
and Service Relationships 123
Camal Gallouj
Joachim Singelmann: Toward a Refined
Classification of Services 126
Camal Gallouj
Jonathan Gershuny and the Self-Service
Society 127
Faïz Gallouj
Public Service Logic 129
Stephen P. Osborne
Quaternary Sector 133
Camal Gallouj
Service-Dominant Logic 134
Angeline Nariswari and
Stephen L. Vargo
Service Ecosystems 137
Kaisa Koskela-Huotari
Service: From Smith to Hill 139
Damien Broussolle
Service Science 142
Paul P. Maglio
Services and Schumpeter 144
Michael Peneder
The Three-Sector Model 145
Camal Gallouj
Victor Fuchs and Services 147
Camal Gallouj
What did Marx Say on Services? 148
Damien Broussole
William J. Baumol and Services 149
Benoît Desmarchelier
SECTION 2 MANAGING SERVICES,
SERVICES IN MANAGEMENT
2.1 Organization and operations
Balancing Demand and Capacity in Services 153
Patricia Chew and Jochen Wirtz
Core Services and Peripheral Services 157
Faridah Djellal and Camal Gallouj
Corporate Digital Responsibility (CDR) in
Services 158
James Tarbit, Nicole Hartley, Werner Kunz
and Jochen Wirtz
Digital Servitization of Manufacturing Firms 162
Theoni Paschou
Front Office Versus Back Office 163
Camal Gallouj and Jean-Claude Pacitto
Lean Management in Services 165
Daryl Powell
Logistics in Service Organizations 166
Gilles Paché
Low Cost in Services 169
Camal Gallouj
Product-Service Systems 172
Valérie Mathieu
Public-Private Partnerships for Service
Provision 173
Veiko Lember
Service Blueprint 176
Faïz Gallouj
Service Growth in Product Firms 178
Christian Kowalkowski
Service Industrialization 180
Uday Karmarkar
Service Operations 183
Richard Metters
Service Outsourcing: Delineating the Scope
of the Firm 187
Bertrand V. Quélin
Servitization and Advanced Services 192
Ahmad Beltagui, Tim Baines,
Andreas Schroeder and Ali Ziaee Bigdeli
Servuction Systems 196
Muriel Jougleux
Smart Product-Service Systems 199
Kentaro Watanabe
Sourcing Business Services 201
Wendy van der Valk
and Kostas Selviaridis
Time and Services 205
Camal Gallouj
Worlds of Production and Performance in
Services 207
Faïz Gallouj
2.2 Service marketing and strategy
Communication in Services 213
Ronan Divard
Consumer Resistance in Services 216
Abdelmajid Amine
Customer Journey 219
Asbjørn Følstad and
Ragnhild Halvorsrud
E-servicescape/Cyberscape 220
Mark S. Rosenbaum and
Germán Contreras Ramírez
Information Asymmetry and Uncertainty in
Service Markets 221
Camal Gallouj
Luxury Service Consumption 223
Jonas Holmqvist, Jochen Wirtz and
Martin P. Fritze
Management of Franchise Chains in
Services 225
Rozenn Perrigot
Multi/Omni and Cross-Channel Distribution 226
Huan Liu and Peter C. Verhoef
Positioning a Service 230
Ronan Divard
Pricing in Services 232
Frédéric Jallat
Quality Signaling on Service Markets 236
Camal Gallouj
Ranking in Services 239
Camal Gallouj and Hind Marzak
Relationship Marketing in Services 242
Adrian Palmer
Satisfaction in Service Experiences 245
Elodie Mallor and Sylvie Llosa
Self-Service and Customer Participation 249
Audrey Bonnemaizon and Sandrine Cadenat
Service Climate 252
Benjamin Schneider
Service Failure, Recovery and Complaint
Handling 254
Chiara Orsingher
Service Franchising 257
Rozenn Perrigot
Service Guarantee 259
Benedetta Crisafulli
Service Level Agreement (SLA) 261
Gilberto Perez
Service Quality Models 262
Emel Yarimoglu
Service Robots and AI in the Frontline 265
Stefanie Paluch, Jochen Wirtz and
Werner Kunz
Services and Customer Deviance 269
Jean-Baptiste Suquet
Servicescape 272
Mark S. Rosenbaum and
Germán Contreras Ramírez
Social Franchising 275
Rozenn Perrigot
Standards and Certifications for Services 276
Grete Rusten
Strategic Alliances of Service Firms 279
Brian Tjemkes and Olivier Furrer
Strategies for Developing Customer Loyalty
for Services 282
Jochen Wirtz and Patricia Chew
Understanding Consumer Behavior in the
Service Encounter 286
Jochen Wirtz and Patricia Chew
2.3 Employment, HRM in services
“Bullshit Jobs”, Service Jobs? 293
Camal Gallouj
Creative Class 294
Camal Gallouj
Customers as “Partial Employees” of
Service Organizations 295
Camal Gallouj, Philippe Jourdan
and Valérie Jourdan
Emotional Work and Services 297
Employee Empowerment in Services 299
Conrad Lashley
“Good Jobs vs Bad Jobs”: Dualism in
the Service Labor Market 301
Camal Gallouj
Human Resource Management (HRM)
and Employment in Services 302
John R. Bryson
Human Resource Management (HRM)
Consultants and Private Personnel Services:
Shaping the Labor Market 305
Camal Gallouj
Knowledge Management in Management
Consultancy 307
Szilvia Mosonyi
Pedagogical Servuction in Higher Education 310
Catherine Lapassouse Madrid
Professional Identity in Services 312
Per Echeverri
Retaining Business and Professional
Service Employees 314
John R. Bryson
Service Employment Systems 315
Damien Broussolle
Up or Out System in Consultancy 317
Camal Gallouj
SECTION 3 INNOVATION IN SERVICES,
SERVICES IN INNOVATION
3.1 Definitions, concepts, theories and
measurement
Assimilation Approaches to Innovation in
Services 322
Faïz Gallouj
The Assimilation-Demarcation-Integration
(ADI) Framework for Innovation in Services 323
Faridah Djellal
Bricolage and Ad Hoc Innovation 325
Lars Fuglsang
Characteristics-Based Approaches for
Innovation in Services 327
Paul Windrum
Demarcation Approaches to Innovation in
Services 331
Faïz Gallouj
Innovations in Smart Service Systems 333
Jens Neuhüttler and Walter Ganz
Integration Approaches to Innovation in
Services 336
Faïz Gallouj
Inversion Approaches to Innovation in
Services 338
Faridah Djellal
Measuring Innovation in Services 339
Anna Serena Vergori and Nicola De Liso
Public-Private Innovation Networks in
Services (PPINSs) 342
Alessandra Marasco
Public Service Innovation Networks (PSINs) 343
Faïz Gallouj and Nizar Gallouj
The Reverse Product Cycle Model (Barras) 346
Faridah Djellal
Service Innovation in OECD Manuals 347
Anthony Arundel
Services and Community Innovation
Surveys 349
Maria Savona
Social Innovation and Services 351
Luis Rubalcaba
3.2 Organization and strategy for innovation
Artificial Intelligence in Services 356
Cristina Mele and Tiziana Russo-Spena
Blockchain and Innovation in Services 359
Tiziana Russo-Spena and Cristiana Mele
Design Thinking for Public Service
Innovation 360
Maria Taivalsaari Røhnebæk
Dynamic Capabilities for Service
Innovation in the Digital Era 361
Paulo Antônio Zawislak, Carlai de Oliveira
Netto, Rafael Toassi Crispim and Guilherme
Freitas Camboim
Employee Involvement in Service Innovation 363
Marit Engen, Lars Fuglsang and Tiina
Tuominen
Fablabs and Hackerspaces and Innovation
in Services 365
Laure Morel
Global and National Cooperation in Service
Innovation 366
Xavier Vence
Intellectual Property Rights and Service
Innovation 367
Doris Schartinger
Intrapreneurship in Services 371
Jon Sundbo
Living Labs for Service Innovation 372
Lars Fuglsang
New Service Development: Key Concepts
and Performance Drivers 375
Bo Edvardsson and Bård Tronvoll
Practice-Based Innovation in Services 379
Marja Toivonen
Quality Standards and Innovation in Services 382
Christiane Hipp
R&D in Services 383
Jari Kuusisto and Liting Selina Liang
Service Design and Innovation 386
Birgit Mager
Service Innovation and Ethics and
Societal Issues 388
Jacob Dahl Rendtorff
Social Entrepreneurship and Service
Innovation 391
Ada Scupola
“Up or Out” System and Innovation in
Consulting Firms 393
Camal Gallouj
User/Consumer-Based Innovation
in Services 395
Olivier Furrer, Mikèle Landry,
Chloé Baillod, Rodoula Tsiotsou and
Ben Liu
3.3 Sectoral approaches to innovation
in services
The “Retail Accordion” Model of Hollander 401
Camal Gallouj
The “Big Middle” Model of Innovation and
Change in Retailing 403
Camal Gallouj
Creative Innovation in Gastronomy
Services 404
Cheryl Marie Cordeiro and Jaap W. van Hal
Digital Transformation in the Public
Sector 406
Noella Edelmann, Nathalie Haug
and Ines Mergel
Innovation and Knowledge Management in
Consultancy Services 408
Faridah Djellal
Innovation in Financial Services 409
Anne-Laure Mention
Innovation in Health Services 414
José Luis Navarro Espigares
Innovation in Insurance Services 418
Antonio Coviello
Innovation in KIBS 420
David Doloreux, Richard Shearmur
and Gabriel Baldassarri
Innovation in Postal Services 424
Bernhard Bukovc
Innovation in Professional Service Firms 427
Michael Smets, Ian Rodgers and
Jeffrey Peo
Innovation in Restaurants 428
Craig Lee
Innovation in Social Services 429
Andreas Langer and Simon Güntner
Innovation in Tourism and Hospitality 432
Anne-Mette Hjalager
Innovation in Transportation 434
Stephan Müller
KIBS in Innovation Systems 439
Ian Miles
“Local” Theories and Models of Innovation
in Retailing 445
Camal Gallouj
Open Banking Services 448
Gilberto Perez
Platforming: A Logistical Service
Innovation 449
Gilles Paché
Public Service Innovation 452
Antonello Zanfei
Service Innovation in Construction 457
Jan Bröchner
Service Innovation in Manufacturing Firms 458
Lars Witell
The “Wheel of Retailing” Model 461
Camal Gallouj
SECTION 4 SERVICES TRADE,
SERVICES SPACES
4.1 Services: an international perspective
Cloud-Based Services, Digital Platforms
and Internationalization 466
John R. Bryson
The COVID-19 Shock and Services Trade 467
Anirudh Shingal
Digital Services in the Food and Agriculture
Sectors of Developing Countries 468
Heike Baumüller
The General Agreement on Trade in
Services: A Work in Progress 470
Jean Philippe
Global Supply Chains: The Fragility of
Delivery Service 472
Gilles Paché
Gravity Models and Trade in Services 474
Peter M. Smith
Indian Software Services 476
Anthony P. D’Costa
International Branding in Services 477
Mbaye Fall Diallo
International Trade and Services 479
Mercedes Rodríguez and
José A. Camacho
Internationalization of Higher Education 481
Jane Knight
Internationalization of Management
Consultancy 483
Johannes Glückler
Internationalization of Services in
Emerging Countries 486
Cristina Castro-Lucas
Knowledge Services Offshoring 488
Kristin Brandl and Michael Mol
M-Services in Developing Countries 489
Stephane Bourliataux-Lajoinie
and Arnaud Rivière
Medical Tourism 490
Marina Gregoric
Multinational Service Firms 492
Peter Enderwick
Peer-to-Peer Sharing Platforms, from Gifts
to International Exchanges 493
Daisy Bertrand
The Role of Standards for Trade in Services 495
Knut Blind
Service Innovation in Developing Countries 499
Diego Aboal and Luis Rubalcaba
Service Offshoring 502
Jean Philippe and Pierre-Yves Léo
Service Trade, Gender and Policies 503
Pierre Sauvé
Services in Developing Countries 506
Eduardo Raupp de Vargas
Services in the Balance of Payments 509
Damien Broussolle
Services Internationalisation 511
Jean Philippe and Pierre-Yves Léo
Services SMEs and International Trade 513
Hildegunn Kyvik Nordås
4.2 Services: regional and local perspectives
City as a Service 517
Anna Viljakainen
Coworking, Third Places and Local
Development 518
Christine Liefooghe
E-Services in Urban Areas 521
Tommi Inkinen
The Geography of KIBS 522
Richard Shearmur and David Doloreux
Intra-Urban Localization of Services 524
Lars Winther
Last Mile Delivery Services 525
Emel Aktas
Local Intensive Business Services (LIBS) 526
Magali Talandier
Service Location and Retail Location 529
Jerome Baray
Services and Urban Centers 534
Jean Philippe and Pierre-Yves Léo
Services Geography 536
Bernadette Mérenne-Schoumaker
Services in Regional Development:
From Followers to Engines 538
Camal Gallouj
Services: Engine of Urban Economic
Growth 540
Jean Philippe and Pierre-Yves Léo
SECTION 5 SOCIETAL CHALLENGES AND
PUBLIC POLICY
5.1 Societal challenges for services
Active Mobility Services 544
Silvia Stuchi and Sonia Paulino
Base of the Pyramid (BoP) Service Research 547
Karla Cabrera, Ana Valdés and
Javier Reynoso
Capturing the Value of Public Services 549
Kirsi Hyytinen
Care Society, Care Services 552
Pascale Molinier
Chinese Culture and its Impacts on the
Service Economy 554
Sen Bao and Marja Toivonen
Cultural Differences and Services 556
Olivier Furrer
Elderly Care Services in the Future:
The Role of Technology 559
Hannamaija Tuovila,
Kentaro Watanabe and Kirsi Hyytinen
Green Platforms Services for
Sustainability 560
Andreas Pyka and Lea F. Stöber
Integration Services for Refugees 564
Klara Foti
Islamic Financial Services 565
Eddy S. Fang
Islamic Touristic Services 570
Camal Gallouj
New Services for Elderly People in Europe 574
Christian Bourret and Thérèse Depeyrot
Resilience and Renewal through Imposed
Service Innovation 576
Kristina Heinonen
Retail Services and Aging Consumers 577
Camal Gallouj
Science Museums as Educational Services 581
José Aureliano Martín Segura and
César Pérez López
Service and “Servitude” 581
Isabel Pedraza-Acosta
Service and Aging 584
Samuel Guillemot
Services and Religion 588
Camal Gallouj
Service Inclusion 593
Rolf Rønning
Services and Environment (Greening) 596
Brita Hermelin and Patrik Ström
Services and the Environmental Kuznets
Curves 600
Benoît Desmarchelier
Services Sector in Conflict Regions 601
Rabeh Morrar
Sexual Services and Escorts 604
Camal Gallouj
Street Services: Street Vendors and Service
Providers 609
Camal Gallouj
The Sustainability of Logistics and
Transportation Services 612
Corinne Blanquart and
Thomas Zeroual
Women and Services 614
Heike Jacobsen
5.2 Public policy for services
Big Data Services and Policy Making 619
Luis Rubalcaba, Leticia Rubalcaba
and Aarre Laakso
Competition Policy 621
Luis Rubalcaba
Deregulation in Services Network Industries
within the European Union 623
Damien Broussolle
Educational Services and Policies:
Towards a System Approach 625
Oscar Montes Pineda
Employment Policies in the Services Sector 626
Raquel Llorente
Entrepreneurship Policies for Public Libraries 628
Varun Gupta, Chetna Gupta and Leandro
Pereira
Global Services Skills Policies 630
Javier Peña Capobianco
Good Practices in Promoting FDI
in Services 632
Roberto Echandi
Policies for Blockchain Adoption in
Education 635
Varun Gupta, Chetna Gupta and Leandro
Pereira
Policies for Co-Creation in Public
Administrations 636
Francesco Mureddu
Policies for Digital Transformation
in Services 639
David Gago
Policies for Distributive Trades Services 640
Javier Casares
Policies for Health Services 641
Manuel García-Goñi
Policies for Innovation in the
Public Sector 642
Eran Vigoda-Gadot
Policies for Knowledge-Intensive Business
Services 647
Luna Leoni and Urko Lopez Odriozola
Policies for Public-Private Innovation
Networks 650
K. Matthias Weber and
Bernhard Dachs
Policies for Service Innovation in
Developing Countries 652
Luis Rubalcaba and Diego Aboal
Policies for Services Innovation in
Enterprises 653
Luis Rubalcaba and José Franco
Policies for Services Integration in
Global Value Chains 657
Nanno Mulder
Policy Barriers to Trade in Services and
their Impact 659
Martin Roy
Policy for Services Statistics in a Digital
and Borderless Economy 660
Diego Aboal and Luis Rubalcaba
Public Policies for Digital Co-Creation
in Public Services 662
Noella Edelmann and Francesco Mureddu
Public Policies for Service Quality 663
Luis Rubalcaba and Aarre Laakso
Public Policy and Sustainable Service-
Oriented Business Model Innovation 666
Alberto Peralta
Regional Policies and the Services
Sector 668
Rubén Garrido-Yserte and
María-Teresa Gallo-Rivera
Regulation in Services 669
Henk L. M. Kox
Regulation of False Self-Employment
in Services 673
Anita Wölfl
Services-Related Policies: An Overall
Framework 675
Luis Rubalcaba
Services Trade Policy 677
Matteo Fiorini and Bernard Hoekman
The Single Market and the Services
Directive 679
Damien Broussolle
Tourism Policies 681
Francisco J. Navarro-Meneses
Index 685
