| Description |
1 online resource illustrations (black and white) |
| Contents |
Cover -- Half Title -- Title Page -- Copyright Page -- Table of Contents -- Editors' introduction to the volume Eileen Bridges and Kendra Fowler -- List of contributors -- PART I: Foundations -- 1. Service-dominant logic: foundations and applications -- 2. Service-dominant logic and market innovation -- 3. Service profit logic: ensuring customer willingness to pay -- 4. Customer-dominant service logic -- 5. The servitization of manufacturing industries -- PART II: Innovation in service operations -- 6. Typologies and frameworks in service innovation -- 7. Front line employees as innovators |
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8. Innovative service environments -- 9. Finding the next edge in service innovation: a complex network analysis -- PART III: Organizing the service business -- 10. Modeling consumer engagement with front line service providers -- 11. Front line service providers with two jobs: antecedents of naturally felt emotions -- 12. Service process design and management -- 13. Service supply chain configurations: from agile to efficient value networks -- 14. Strategic pathways to cost-effective service excellence -- PART IV: Service design, delivery, and customer engagement |
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15. Service digitization and the provider-to-customer handoff -- 16. Managing customer performance in services -- 17. Value co-creation and its meaning for customers -- 18. Resource integration and co-creation: a customer journey approach -- 19. Social media and customer engagement -- PART V: Ethics, responsibility, and culture -- 20. Executive ethical decisions initiating organizational culture and values -- 21. Transformative service research: thoughts, perspectives, and research directions -- 22. Green services and the quest for sustainable environment: chasing a holy grail |
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23. The convergence of not-for-profit services and the social enterprise -- 24. Providing service in multicultural environments -- Index |
| Form |
Electronic book
|
| Author |
Bridges, Eileen, editor
|
|
Fowler, Kendra, editor
|
| LC no. |
2019037491 |
| ISBN |
9781351245227 |
|
1351245228 |
|
