Paperback
Handbook of Service Business
Management, Marketing, Innovation and Internationalisation
9781786434944 Edward Elgar Publishing
Service business accounts for more than 75 per cent of the wealth and employment created in most developed market economies. The management and economics of service business is based around selling expertise, knowledge and experiences. This Handbook contributes to on-going debates about the nature of service business and the characteristics of service-led economies by exploring disciplinary perspectives on services, services and core business processes and the management of service business. A series of case studies are also provided. The volume pushes back the frontiers of current critical thinking about the role of service business by bringing together eminent scholars from economics, management, sociology, public policy, planning and geography.
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Critical Acclaim
Contributors
Contents
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Service business accounts for more than 75 per cent of the wealth and employment created in most developed market economies. This interdisciplinary Handbook provides a critical and multi-disciplinary review of current service business processes and practices. Broadening our understanding of services in the world economy, the editors push back the frontiers of current critical thinking by bringing together eminent scholars from economics, management, sociology, public policy, planning and geography.
Chapters contribute to ongoing debates about the nature and management of service business and the characteristics of service-led economies. Disciplinary perspectives on services, services and core business processes, and the management of service business are explored. Included is a series of case studies from the EU, USA, UK and Australia.
Designed as an additional text for undergraduates and postgraduate studies, this book will appeal to students and scholars seeking a multi-disciplinary understanding of this increasingly mainstream field.
Chapters contribute to ongoing debates about the nature and management of service business and the characteristics of service-led economies. Disciplinary perspectives on services, services and core business processes, and the management of service business are explored. Included is a series of case studies from the EU, USA, UK and Australia.
Designed as an additional text for undergraduates and postgraduate studies, this book will appeal to students and scholars seeking a multi-disciplinary understanding of this increasingly mainstream field.
Critical Acclaim
‘This book presents the newest research on service business from an economic, production and geographical perspective. It contains profound analyses and new approaches. New business trends, internationalization and economic development of service industries are analyzed, as are managerial and innovation issues. The book is a much needed supplement to the current widespread focus on service marketing and Service Dominant Logic. It is highly recommended to all academics, students and practitioners dealing with service business and industrial policy.’
– Jon Sundbo, Roskilde University, Denmark
‘The Handbook of Service Business by John R. Bryson and Peter W. Daniels would be an excellent source of readings for an advanced undergraduate class or multidisciplinary doctoral seminar on service economics. As a bonus the Handbook includes a wealth of suggestions for future research.’
– James Fitzsimmons, The University of Texas at Austin, US
– Jon Sundbo, Roskilde University, Denmark
‘The Handbook of Service Business by John R. Bryson and Peter W. Daniels would be an excellent source of readings for an advanced undergraduate class or multidisciplinary doctoral seminar on service economics. As a bonus the Handbook includes a wealth of suggestions for future research.’
– James Fitzsimmons, The University of Texas at Austin, US
Contributors
Contributors: L. Andres, U. Apte, J.R. Bryson, C. Chapain, A. Coad, P.W. Daniels, F. Djellal, M. Ehret, J. Frankish, F. Gallouj, R. Greenwood, C. M. Hall, S. Hollis, A. Jones, U. Karmarkar, C.A. Kieliszewski, P.P Maglio, R. Mason, T. Morris, H. Nath, M. O’Mahony, A. Potter, J. Roberts, R. Roberts, L. Rubalcaba, M. Smets, D.J. Storey, P. Strom, J. Sundbo, D.J. Teece, M. Toivonen, R.H. Tsiotsou, J. Wirtz, F.F. Yang, A.G.O. Yeh
Contents
Contents:
Preface – The Structure of the Handbook
Acknowledgements
1. Service Business – Growth, Innovation, Competitiveness
John R. Bryson and Peter W. Daniels
PART I UNDERSTANDING SERVICE BUSINESS: DISCIPLINARY PERSPECTIVES
2. Growth and Productivity in EU Service Sectors
Mary O’Mahony
3. Service Research and Economic Geography
Patrik Ström
4. The New Scientific Study of Service
Paul P. Maglio and Cheryl A. Kieliszweski
5. The Role of the Big 4: Commoditization and Accountancy
Steve Hollis
PART II SERVICES AND CORE BUSINESS PROCESSES
6. Green and Sustainable Innovation in a Service Economy
Faridah Djellal and Faïz Gallouj
7. The Three-Stage Model of Service Consumption
Rodoula H. Tsiotsou and Jochen Wirtz
8. Creating and Capturing Value in the Service Economy: The Crucial Role of Business Services in Driving Innovation and Growth
Michael Ehret and Jochen Wirtz
9. Measuring Business Activity in the UK
Julian Frankish, Richard Roberts, David J. Storey and Alex Coad
10. The Growth of Information-Intensive Services in the US Economy
Uday Apte, Uday Karmarkar and Hiranya Nath
11. Service and Experience
Jon Sundbo
PART III MANAGING SERVICE BUSINESSES
12. The Organization of Service Business
Andrew Jones
13. Managing Experts and Creative Talent
David J. Teece
14. Globalization of Services
Joanne Roberts
15. Internationalisation of Services: Modes and the Particular Case of KIBS
Luis Rubalcaba and Marja Toivonen
16. In Pursuit of Creative Compliance: Innovation in Professional Service Firms
Timothy Morris, Michael Smets and Royston Greenwood
17. Business and Professional Service Firms and the Management and Control of Talent and Reputations: Retaining Expert Employees and Client Relationship Management
John R. Bryson
PART IV UNDERSTANDING SERVICE BUSINESS
18. How has Logistics come to Exert Such a Key Role in the Performance of Economies, Society and Policy Making in the 21st Century?
Andrew Potter and Robert Mason
19. Creative Systems: a New Integrated Approach to Understanding the Complexity of Cultural and Creative Industries in Eastern and Western Countries
Lauren Andres and Caroline Chapain
20. Tourism Services: A Sustainable Service Business?
C. Michael Hall
21. Growth and Spatial Development of Producer Services in China
Anthony G. O. Yeh and Fiona F. Yang
PART V CONCLUSION: A NEW RESEARCH AGENDA?
22. Developing the Agenda for Research on Knowledge-Intensive Services: Problems and Opportunities
John R. Bryson and Peter W. Daniels
Index
Preface – The Structure of the Handbook
Acknowledgements
1. Service Business – Growth, Innovation, Competitiveness
John R. Bryson and Peter W. Daniels
PART I UNDERSTANDING SERVICE BUSINESS: DISCIPLINARY PERSPECTIVES
2. Growth and Productivity in EU Service Sectors
Mary O’Mahony
3. Service Research and Economic Geography
Patrik Ström
4. The New Scientific Study of Service
Paul P. Maglio and Cheryl A. Kieliszweski
5. The Role of the Big 4: Commoditization and Accountancy
Steve Hollis
PART II SERVICES AND CORE BUSINESS PROCESSES
6. Green and Sustainable Innovation in a Service Economy
Faridah Djellal and Faïz Gallouj
7. The Three-Stage Model of Service Consumption
Rodoula H. Tsiotsou and Jochen Wirtz
8. Creating and Capturing Value in the Service Economy: The Crucial Role of Business Services in Driving Innovation and Growth
Michael Ehret and Jochen Wirtz
9. Measuring Business Activity in the UK
Julian Frankish, Richard Roberts, David J. Storey and Alex Coad
10. The Growth of Information-Intensive Services in the US Economy
Uday Apte, Uday Karmarkar and Hiranya Nath
11. Service and Experience
Jon Sundbo
PART III MANAGING SERVICE BUSINESSES
12. The Organization of Service Business
Andrew Jones
13. Managing Experts and Creative Talent
David J. Teece
14. Globalization of Services
Joanne Roberts
15. Internationalisation of Services: Modes and the Particular Case of KIBS
Luis Rubalcaba and Marja Toivonen
16. In Pursuit of Creative Compliance: Innovation in Professional Service Firms
Timothy Morris, Michael Smets and Royston Greenwood
17. Business and Professional Service Firms and the Management and Control of Talent and Reputations: Retaining Expert Employees and Client Relationship Management
John R. Bryson
PART IV UNDERSTANDING SERVICE BUSINESS
18. How has Logistics come to Exert Such a Key Role in the Performance of Economies, Society and Policy Making in the 21st Century?
Andrew Potter and Robert Mason
19. Creative Systems: a New Integrated Approach to Understanding the Complexity of Cultural and Creative Industries in Eastern and Western Countries
Lauren Andres and Caroline Chapain
20. Tourism Services: A Sustainable Service Business?
C. Michael Hall
21. Growth and Spatial Development of Producer Services in China
Anthony G. O. Yeh and Fiona F. Yang
PART V CONCLUSION: A NEW RESEARCH AGENDA?
22. Developing the Agenda for Research on Knowledge-Intensive Services: Problems and Opportunities
John R. Bryson and Peter W. Daniels
Index
