Download Service Innovation and Management

 This open access book looks at how digitization and service infusion are transforming service delivery and the consumer experience. It emphasizes the critical role of service management and innovation in bringing these changes to life not only in theory, but also in practice. At the start of the twenty-first century, many industrial companies struggled to capitalize on the financial potential of service enterprises, a situation known as the service paradox. While many manufacturing organizations continue to struggle with this conundrum, several firms (both service and manufacturing) are also dealing with digitization. This issue is known as the digitalization paradox, in which organizations spend in digitalization but fail to achieve the predicted revenue growth. By applying the lens of service innovation to digitalization and service infusion, the book demonstrates how businesses may overcome the service and digitization paradoxes, alter service delivery, and improve the customer experience. It provides extensive coverage by combining literature reviews, conceptualizations, empirical illustrations, and case studies to provide a multidimensional picture of business strategy, highlighting routes to solve the problems given by the service and digitalization dilemmas.

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. 

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