Service Management: Theory and Practice

John R. Bryson, Jon Sundbo, Lars Fuglsang, Peter Daniels

Research output: Book/ReportBook


This book offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption.

The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into:
- how to manage service businesses, with coverage of both small firms and large transnationals
- service business models, operations and productivity
- managing service employees
- how service firms engage in product and process innovation
- marketing, customers and service experiences
- internationalization of service businesses
the ongoing servitization of manufacturing
Original languageEnglish
PublisherPalgrave Macmillan
Number of pages287
ISBN (Electronic)978-3-030-52060-1
ISBN (Print)978-3-030-52059-5
Publication statusPublished - 8 Dec 2020


  • Service Management
  • Service Theory
  • Service Practice


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