Service Innovation and Management : Digitalization, Service Infusion and Customer Experience
This open access book investigates how digitalization and service infusion are changing service provision and the customer experience. It highlights the central role of service management and service innovation in making these changes not only appear in theory but also implementing them in business...
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Springer
2025
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=nlebk&AN=4122895&site=ehost-live header: @attributes: shortDbName: nlebk uiTerm: 4122895 longDbName: eBook Collection (EBSCOhost) uiTag: AN controlInfo: bkinfo: btl: Service Innovation and Management : Digitalization, Service Infusion and Customer Experience aug: au: Lars Witell sertl: Future of Business and Finance isbn: 9783031765599 9783031765605 imageinfo: pubinfo: dt: @attributes: year: 2025 month: 01 day: 01 dtAvail: @attributes: year: 2025 month: 03 day: 07 pub: Springer pubContract: Springer Nature place: Cham, Switzerland price: 0.01 limitsGroup: maxCheckoutDays: 1500 copyPages: 10 pda: N printPagesOffline: 10 printPagesOnline: 10 previewPages: 0 prePubGroup: dewey: @attributes: class: 658.514 item: 658 .514 lc: @attributes: class: HD45 .S47 2025 item: HD 45 .S47 2025 artinfo: ui: 4122895 1496393398 formats: fmt: – @attributes: type: EB doid: NL$4122895$PDF caption: PDF download: Y – @attributes: type: EK doid: NL$4122895$EPUB caption: EPUB download: Y tig: atl: Service Innovation and Management : Digitalization, Service Infusion and Customer Experience ptl: Service Innovation and Management aug: au: Lars Witell su: Technological innovations--Management Business enterprises--Technological innovations sug: subj: BUSINESS & ECONOMICS / Management BUSINESS & ECONOMICS / Industries / Service BUSINESS & ECONOMICS / Information Management BUSINESS & ECONOMICS / E-Commerce / Digital Marketing COMPUTERS / Management Information Systems Technological innovations--Management Business enterprises--Technological innovations ab: This open access book investigates how digitalization and service infusion are changing service provision and the customer experience. It highlights the central role of service management and service innovation in making these changes not only appear in theory but also implementing them in business practice. At the beginning of the 21st century, many manufacturing firms struggled to exploit the financial potential of service businesses, a phenomenon described as the service paradox. While many manufacturing firms are still struggling with this paradox, several firms (both service and manufacturing firms) are simultaneously struggling with digitalization. This phenomenon can be viewed as the digitalization paradox, i.e., as a situation in which companies invest in digitalization but struggle to reach the expected revenue growth. By applying the lens of service innovation to digitalization and service infusion, the book showcases how firms can overcome the service and digitalization paradoxes, transform service provision, and improve the customer experience. It offers comprehensive coverage, blending literature reviews, conceptualizations, empirical illustrations, and case studies to offer a multifaceted perspective on corporate strategies, illuminating pathways to address the challenges posed by the service and digitalization paradoxes. 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. pubtype: eBook doctype: Book ougenre: Book language: English copyright: @attributes: flag: N copyrightText: holdings: @attributes: islocal: N |
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