Research Handbook on Services Management (en Inglés) - Mark M. Davis

Drawing together expert service researchers, the Research Handbook begins with an analysis of service strategy and operations management, before moving on to explore service innovation and design, serving customers, healthcare services and artificial intelligence in service. Chapters explore a wide range of topics including scarcity strategies, perceived justice in services, the role of culture and religion in service provision, and the implications of Covid-19 on healthcare service operations. The book concludes with a reflection on the fourth industrial revolution that is occurring now and the understanding of services in an era of advanced technologies.

Addressing emerging challenges and opportunities, this Research Handbook will be critical reading for scholars and advanced students of services management and information systems. It will also be beneficial for practitioners and business managers in service industries.