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Research Handbook on Services Management
This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field.
More Information
Critical Acclaim
Contributors
Contents
More Information
This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field.
Drawing together expert service researchers, the Research Handbook begins with an analysis of service strategy and operations management, before moving on to explore service innovation and design, serving customers, healthcare services and artificial intelligence in service. Chapters explore a wide range of topics including scarcity strategies, perceived justice in services, the role of culture and religion in service provision, and the implications of Covid-19 on healthcare service operations. The book concludes with a reflection on the fourth industrial revolution that is occurring now and the understanding of services in an era of advanced technologies.
Addressing emerging challenges and opportunities, this Research Handbook will be critical reading for scholars and advanced students of services management and information systems. It will also be beneficial for practitioners and business managers in service industries.
Drawing together expert service researchers, the Research Handbook begins with an analysis of service strategy and operations management, before moving on to explore service innovation and design, serving customers, healthcare services and artificial intelligence in service. Chapters explore a wide range of topics including scarcity strategies, perceived justice in services, the role of culture and religion in service provision, and the implications of Covid-19 on healthcare service operations. The book concludes with a reflection on the fourth industrial revolution that is occurring now and the understanding of services in an era of advanced technologies.
Addressing emerging challenges and opportunities, this Research Handbook will be critical reading for scholars and advanced students of services management and information systems. It will also be beneficial for practitioners and business managers in service industries.
Critical Acclaim
‘The Research Handbook on Services Management captures Mark Davis’s enormous impact on service research – and assures his legacy as a scholar, educator, and friend. Covering the past, present, and future – and theory, models, and applications – this volume is sure to become essential reading for service scientists and service practitioners everywhere.’
– Paul P. Maglio, University of California, Merced, US
‘The Handbook provides a window into future directions in service strategies and delivery systems. It is a treasure trove of the best work of many highly-regarded researchers.’
– James L. Heskett, Harvard Business School, US
‘What a tour de force! The Research Handbook on Services Management covers a vast array of ideas and concepts with some of the world’s leading thinkers offering their insights and views on the future of services. It’s a real testament to Mark M. Davis that so many have contributed to this edited volume. It is such a shame that Mark is no longer with us. The service management community has lost a great friend and leader, but his memory lives on in this superb Handbook.’
– Andy Neely, University of Cambridge, UK
– Paul P. Maglio, University of California, Merced, US
‘The Handbook provides a window into future directions in service strategies and delivery systems. It is a treasure trove of the best work of many highly-regarded researchers.’
– James L. Heskett, Harvard Business School, US
‘What a tour de force! The Research Handbook on Services Management covers a vast array of ideas and concepts with some of the world’s leading thinkers offering their insights and views on the future of services. It’s a real testament to Mark M. Davis that so many have contributed to this edited volume. It is such a shame that Mark is no longer with us. The service management community has lost a great friend and leader, but his memory lives on in this superb Handbook.’
– Andy Neely, University of Cambridge, UK
Contributors
Contributors: Uday M. Apte, Ralph D. Badinelli, Ravi S. Behara, Ornella Benedettini, Sanjeev Bordoloi, Karla Cabrera, Richard B. Chase, João Falcão e Cunha, Uzay Damali, Mark M. Davis, Xin Ding, Michael Dixon, Joy M. Field, Craig Froehle, Mateus Cecílio Gerolamo, Spring H. Han, Ana Carolina Honda, Huiling Huang, Jay Kandampully, Uday S. Karmarkar, Jeff Kessler, Ronald Klimberg, Christian Kowalkowski, Werner H. Kunz, Gang Li, Stephanie Q. Liu, Birgit Mager, Dominik Mahr, Vijay Mehrotra, Cristina Mele, Richard Metters, Jeanne Liliane Marlene Michel, Vera Miguéis, Hiranya K. Nath, Henriqueta Nóvoa, Gaby Odekerken-Schröder, Stefanie Paluch, Fengjie Pan, David Rea, Javier Reynoso, Andrea Ruggiero, Enrico Secchi, Tiziana Russo Spena, Douglas M. Stewart, Krishnamoorthy Subramanian, Stephen S. Tax, Jorge Grenha Teixeira, Rohit Verma, Liana Victorino, Tina Weisser, Jochen Wirtz, Raquel Mizuki Eguchi Yoshida, Jie J. Zhang, Lina Zhong
Contents
Contents:
A tribute to Mark M. Davis ix
Joy M. Field
Introduction to the Research Handbook on Services Management x
Ravi S. Behara and Gang Li
PART I SERVICE STRATEGY
1 Strategy in information intensive services 2
Uday M. Apte, Uday S. Karmarkar and Hiranya K. Nath
2 Servitization and innovation strategy – the trade-off between product
R&D and service investments 23
Ornella Benedettini and Christian Kowalkowski
3 Understanding scarcity strategies in service firms 36
Huiling Huang, Stephanie Q. Liu and Jay Kandampully
4 Adopting a low-contact, high-focus healthcare service strategy in the
era of pandemics 54
Uzay Damali, Enrico Secchi, Stephen S. Tax and Jeff Kessler
PART II SERVICE INNOVATION AND DESIGN
5 Service innovation process in creative-intensive business services organizations 71
Fengjie Pan and Rohit Verma
6 Service design: managing services as a way of designing 88
Birgit Mager and Tina Weisser
7 Service support systems for ecostructuring decision support 103
Ralph D. Badinelli
8 Perceived justice and control of priority lines 117
Michael Dixon, David Rea, Liana Victorino and Craig Froehle
9 Co-creating services at the Base of the Pyramid (BoP): the role of bricolage 128
Karla Cabrera and Javier Reynoso
10 Failsafing service quality 143
Richard B. Chase and Douglas M. Stewart
11 Customer-focused service design for faster and more efficient services 153
Gang Li, Joy M. Field and Mark M. Davis
PART III UNDERSTANDING AND SERVING CUSTOMERS
12 Customer success management 166
Vijay Mehrotra and Krishnamoorthy Subramanian
13 Culture and religion in service provision 180
Richard Metters
14 Are tech-savvy users more likely to use technology? An examination of
market entry and customer experience 194
Xin Ding
PART IV HEALTHCARE SERVICES
15 Implications of COVID-19 on operations in healthcare services 212
Sanjeev Bordoloi
16 Applying Lean healthcare in a non-profit hospital in Brazil 231
Ana Carolina Honda, Raquel Mizuki Eguchi Yoshida, Mateus Cecílio
Gerolamo, Jeanne Liliane Marlene Michel and Mark M. Davis
PART V SERVICE ANALYTICS
17 Service science in a world flooded with data 247
Jorge Grenha Teixeira, Vera Miguéis, Henriqueta Nóvoa and
João Falcão e Cunha
18 The evolution of business analytics and their impact on the service industry 263
Ronald Klimberg
19 Text analytics of service customer reviews and feedback: understanding
customers’ emotions and cognition in the hospitality industry 275
Jie J. Zhang, Spring H. Han and Rohit Verma
PART VI AI IN SERVICES
20 The service robot revolution 296
Stefanie Paluch, Jochen Wirtz and Werner H. Kunz
21 Companion robots for well-being: a review and relational framework 309
Andrea Ruggiero, Dominik Mahr, Gaby Odekerken-Schröder, Tiziana Russo
Spena and Cristina Mele
22 Rise of humanoid robots in hospitality services 331
Lina Zhong and Rohit Verma
Epilogue: Service 4.0 346
Ravi S. Behara
Index
A tribute to Mark M. Davis ix
Joy M. Field
Introduction to the Research Handbook on Services Management x
Ravi S. Behara and Gang Li
PART I SERVICE STRATEGY
1 Strategy in information intensive services 2
Uday M. Apte, Uday S. Karmarkar and Hiranya K. Nath
2 Servitization and innovation strategy – the trade-off between product
R&D and service investments 23
Ornella Benedettini and Christian Kowalkowski
3 Understanding scarcity strategies in service firms 36
Huiling Huang, Stephanie Q. Liu and Jay Kandampully
4 Adopting a low-contact, high-focus healthcare service strategy in the
era of pandemics 54
Uzay Damali, Enrico Secchi, Stephen S. Tax and Jeff Kessler
PART II SERVICE INNOVATION AND DESIGN
5 Service innovation process in creative-intensive business services organizations 71
Fengjie Pan and Rohit Verma
6 Service design: managing services as a way of designing 88
Birgit Mager and Tina Weisser
7 Service support systems for ecostructuring decision support 103
Ralph D. Badinelli
8 Perceived justice and control of priority lines 117
Michael Dixon, David Rea, Liana Victorino and Craig Froehle
9 Co-creating services at the Base of the Pyramid (BoP): the role of bricolage 128
Karla Cabrera and Javier Reynoso
10 Failsafing service quality 143
Richard B. Chase and Douglas M. Stewart
11 Customer-focused service design for faster and more efficient services 153
Gang Li, Joy M. Field and Mark M. Davis
PART III UNDERSTANDING AND SERVING CUSTOMERS
12 Customer success management 166
Vijay Mehrotra and Krishnamoorthy Subramanian
13 Culture and religion in service provision 180
Richard Metters
14 Are tech-savvy users more likely to use technology? An examination of
market entry and customer experience 194
Xin Ding
PART IV HEALTHCARE SERVICES
15 Implications of COVID-19 on operations in healthcare services 212
Sanjeev Bordoloi
16 Applying Lean healthcare in a non-profit hospital in Brazil 231
Ana Carolina Honda, Raquel Mizuki Eguchi Yoshida, Mateus Cecílio
Gerolamo, Jeanne Liliane Marlene Michel and Mark M. Davis
PART V SERVICE ANALYTICS
17 Service science in a world flooded with data 247
Jorge Grenha Teixeira, Vera Miguéis, Henriqueta Nóvoa and
João Falcão e Cunha
18 The evolution of business analytics and their impact on the service industry 263
Ronald Klimberg
19 Text analytics of service customer reviews and feedback: understanding
customers’ emotions and cognition in the hospitality industry 275
Jie J. Zhang, Spring H. Han and Rohit Verma
PART VI AI IN SERVICES
20 The service robot revolution 296
Stefanie Paluch, Jochen Wirtz and Werner H. Kunz
21 Companion robots for well-being: a review and relational framework 309
Andrea Ruggiero, Dominik Mahr, Gaby Odekerken-Schröder, Tiziana Russo
Spena and Cristina Mele
22 Rise of humanoid robots in hospitality services 331
Lina Zhong and Rohit Verma
Epilogue: Service 4.0 346
Ravi S. Behara
Index
