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Service Innovation and Management
Lars Witell (editor)
2025
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This open access book investigates how digitalization and service infusion are changing service provision and the customer experience. It highlights the central role of service management and service innovation in making these changes not only appear in theory but also implementing them in business practice. At the beginning of the 21st century, many manufacturing firms struggled to exploit the financial potential of service businesses, a phenomenon described as the service paradox. While many manufacturing firms are still struggling with this paradox, several firms (both service and manufacturing firms) are simultaneously struggling with digitalization. This phenomenon can be viewed as the digitalization paradox, i.e., as a situation in which companies invest in digitalization but struggle to reach the expected revenue growth. By applying the lens of service innovation to digitalization and service infusion, the book showcases how firms can overcome the service and digitalization paradoxes, transform service provision, and improve the customer experience. It offers comprehensive coverage, blending literature reviews, conceptualizations, empirical illustrations, and case studies to offer a multifaceted perspective on corporate strategies, illuminating pathways to address the challenges posed by the service and digitalization paradoxes. Built on the latest research from the CTF – Service Research Center at Karlstad University, Sweden, this book offers a valuable resource for managers seeking practical strategies and approaches to enhance their understanding and implementation of service management and marketing principles. It will also appeal to academics with an interest in service management and marketing.
This book is included in DOAB.
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- 6 - pdf (CC BY) at OAPEN Library.
Keywords
- Case studies
- customer experience
- Digitalization
- Emerging Technologies
- Service Infusion
- service innovation
- service management
- Service Marketing
- servitization
- thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management::KJD Business innovation
- thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management::KJQ Business mathematics and systems
- thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management::KJS Sales and marketing::KJSG Online marketing / Social media marketing
- thema EDItEUR::K Economics, Finance, Business and Management::KJ Business and Management::KJU Organizational theory and behaviour
- thema EDItEUR::K Economics, Finance, Business and Management::KN Industry and industrial studies::KNS Hospitality and service industries
- thema EDItEUR::U Computing and Information Technology::UF Business applications
Links
DOI: 10.1007/978-3-031-76560-5Editions