Purpose–The purpose of this paper is to provide insights into the benefits of data‐driven
services marketing and provide a conceptual framework for how to link traditional and new …

Across the global economy, we are witnessing a dramatic transformation toward a services
economy. At the same time, advances in information technologies provide significant …

Purpose–The purpose of this paper is to encourage the reader to think differently about
service-related issues and to strive to conduct service research that makes a …

Abstract Service firms are now interacting with customers through a multitude of channels or
touchpoints. This progression into the digital realm is leading to an explosion of data, and …

The potential created by ongoing developments in data and analytics permeates a multitude
of research areas, such as the field of Service Innovation. In this paper, we conduct a …

Service science is short for service science, management, engineering, and design, also
known as SSMED. It began as a ''call to action,''focusing academics, businesses, and …

" This book provides managers with a strong, practical grounding in the concepts that are
critical to understanding the transformation from front-end e-business to cross-enterprise …

The context in which service is delivered and experienced has, in many respects,
fundamentally changed. For instance, advances in technology, especially information …

Over the last decade, there has been an increasing focus on service across socioeconomic
sectors coupled with transformational developments in information and communication …

This ninth edition continues to acknowledge and emphasize the essential nature of service
management. Based on the research and consulting experiences of the authors, the text is …