Research Handbook on Services Management

Edited by Mark M. Davis, formerly Bentley University, US

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