Bo Edvardsson, professor at 果冻传媒 Business Service Research Center (CTF), and B氓rd Tronvoll, professor at CTF and Inland Norway University of Applied Sciences, are the editors for the newly published Palgrave Handbook of Service Management.
- The book provides a unique and current overview of service management research, says Bo Edvardsson. It鈥檚 a complement to books in fields such as healthcare, tourism and leisure.
The Palgrave Handbook of Service Management covers six broad themes.
- There was a need for an overview of the field of service management,鈥 says Bo Edvardsson. 鈥淭he overview B氓rd Tronvoll and I have compiled is based on research from more than 100 researchers from all over the world. A model divided into six areas is used to organise the field of service management. Through this book, we reinforce the international networks of 果冻传媒 Business School and CTF. It also illustrates our role in the global service management research.
- The Palgrave Handbook of Service Management is an overview of a field concerned with many contemporary problems, models and theories, says B氓rd Tronvoll. These are described in 47 chapters and demonstrate various ways of adding value for various actors. Most of our international colleagues agreed to contribute to the book and I think this is in part due to it being unique in the sense that it provides a current overview of the field of service management, from a research perspective. It also contains many practical examples from businesses and other organisations. The book has an interdisciplinary approach and covers the latest research in fields such as marketing, management, computer science and human relations. It鈥檚 also directed at a broad target audience. Both institutions, libraries, students, researchers and consulting companies could find the book interesting.
Which of the chapters do you think will receive the most attention?
- The overview itself is very useful, says Bo Edvardsson. I also think the chapter on service robots will receive attention. Robots learn more and more and are used, for example, as a means to reduce the workload for staff in elder care, as well as make the elderly feel more secure. Robots can also handle certain procedures related to the interaction between staff and customers, as well as between different companies. The hotel industry is another area where the use of robots is on the rise. The switch towards digital service management using service technology and service platforms has already begun. The customers are more and more involved and the flexibility is increasing.
