Research Handbook on Services Management

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

• Contents:A tribute to Mark M. Davis ixJoy M. FieldIntroduction to the Research Handbook on Services Management xRavi S. Behara and Gang LiPART I SERVICE STRATEGY1 Strategy in information intensive services 2Uday M. Apte, Uday S. Karmarkar and Hiranya K. Nath2 Servitization and innovation strategy – the trade-off between productR&D and service investments 23Ornella Benedettini and Christian Kowalkowski3 Understanding scarcity strategies in service firms 36Huiling Huang, Stephanie Q. Liu and Jay Kandampully4 Adopting a low-contact, high-focus healthcare service strategy in theera of pandemics 54Uzay Damali, Enrico Secchi, Stephen S. Tax and Jeff KesslerPART II SERVICE INNOVATION AND DESIGN5 Service innovation process in creative-intensive business services organizations 71Fengjie Pan and Rohit Verma6 Service design: managing services as a way of designing 88Birgit Mager and Tina Weisser7 Service support systems for ecostructuring decision support 103Ralph D. Badinelli8 Perceived justice and control of priority lines 117Michael Dixon, David Rea, Liana Victorino and Craig Froehle9 Co-creating services at the Base of the Pyramid (BoP): the role of bricolage 128Karla Cabrera and Javier Reynoso10 Failsafing service quality 143Richard B. Chase and Douglas M. Stewart11 Customer-focused service design for faster and more efficient services 153Gang Li, Joy M. Field and Mark M. DavisPART III UNDERSTANDING AND SERVING CUSTOMERS12 Customer success management 166Vijay Mehrotra and Krishnamoorthy Subramanian13 Culture and religion in service provision 180Richard Metters14 Are tech-savvy users more likely to use technology? An examination ofmarket entry and customer experience 194Xin DingPART IV HEALTHCARE SERVICES15 Implications of COVID-19 on operations in healthcare services 212Sanjeev Bordoloi16 Applying Lean healthcare in a non-profit hospital in Brazil 231Ana Carolina Honda, Raquel Mizuki Eguchi Yoshida, Mateus CecílioGerolamo, Jeanne Liliane Marlene Michel and Mark M. DavisPART V SERVICE ANALYTICS17 Service science in a world flooded with data 247Jorge Grenha Teixeira, Vera Miguéis, Henriqueta Nóvoa andJoão Falcão e Cunha18 The evolution of business analytics and their impact on the service industry 263Ronald Klimberg19 Text analytics of service customer reviews and feedback: understandingcustomers’ emotions and cognition in the hospitality industry 275Jie J. Zhang, Spring H. Han and Rohit VermaPART VI AI IN SERVICES20 The service robot revolution 296Stefanie Paluch, Jochen Wirtz and Werner H. Kunz21 Companion robots for well-being: a review and relational framework 309Andrea Ruggiero, Dominik Mahr, Gaby Odekerken-Schröder, Tiziana RussoSpena and Cristina Mele22 Rise of humanoid robots in hospitality services 331Lina Zhong and Rohit VermaEpilogue: Service 4.0 346Ravi S. BeharaIndex

‘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.’