Managing Services: Challenges and Innovation

ISBN : 9780199696086

Kathryn Haynes; Irena Grugulis
224 Pages
163 x 241 mm
Pub date
Dec 2013
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The nature of services in society and the economy is wide-ranging and complex, and the management of services and their innovation provokes a number challenges for practitioners, professionals, and academics. This book provides a range of perspectives on understanding, managing, and reconceptualising service by bringing together contributions from leading figures in service research, to make a timely and significant multi-disciplinary contribution to the theory and practice of service management. The book presents a collection of contemporary perspectives on service management challenges, extending the understanding of service through exploration and critique of service organizational and managerial strategies from selected theoretical and empirical perspectives. Amongst other contributions, it reviews the distinctive role and importance of service to academics, professionals, and practitioners; identifies appropriate bridging strategies; evaluates selected aspects of the practice of service management, and investigates the challenges inherent in managing services; reviews the nature, direction, and applicability of selected theoretical dimensions which inform the understanding of service management; considers contemporary innovations in services and service management; and assesses the opportunities for theory building, to further support understanding of the complexities of service management and its impact on organisations and wider society. It will be of interest to graduate students, academics and practitioners in service management.


1. Managing Services and the Service Sector: An Introduction
2. Service Measurement and Definition: Challenges and Limitations
3. The Shifting Terrain of Service Operations Management
4. Employment in Service and the Service sector
5. Gender and Diversity Challenges in Professional Services Firms
6. Management Innovation in the UK Consulting Industry
7. Society s Grand Challenges: What Role for Services?
8. Reconceptualising Service through a Service-Dominant Logic
9. Innovation in Services: An Overview
10. Offshoring and Outsourcing of Administrative and Technical Services: a Modularity Perspective
11. Service Systems for Value Co-Creation

About the author: 

Professor Kathryn Haynes holds the Northern Society Chair in Accounting at Newcastle University Business School, UK. Kathryn is a Chartered Accountant and Fellow of the Institute of Chartered Accountants in England and Wales (ICAEW). Kathryn is also a Fellow of the Advanced Institute of Management Research (AIM), where she was Lead Fellow of the Services research cohort. She is a co-facilitator of the Gender Equality Working Group of the UN Principles of Responsible Management Education. ; Irena Grugulis is the Professor of Work and Skills at Leeds University Business School, an ESRC/AIM Services Fellow and an associate fellow of SKOPE. Her principal research interests are in the area of skills. Recent projects have focussed on the creative industries, particularly film and TV production and digital games and her research has been funded by the ESRC, EPSRC and the EU. She is the Joint Editor in Chief of Work, Employment and Society.

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