Service Management: Theory and Practice

An Integrated Lens on Service Businesses

Service organizations rarely succeed by treating operations, marketing, technology, and people as isolated functions. This book builds a connected framework that helps readers see how those pieces interact. Instead of offering a one-size-fits-all prescription, it invites managers and students to ask smarter questions about the businesses they run or study.

Fourteen Questions That Drive the Analysis

The authors structure the entire exploration around 14 core questions. Each question becomes a chapter that examines a critical dimension of service management—from foundational theory and business models to digital transformation, innovation, customer relationships, and performance measurement. The result is a systematic yet flexible way to diagnose service organizations and develop context-based solutions.

From Upstream Operations to Downstream Experience

The book moves beyond traditional silos by addressing both the production side of services and the customer-facing side. Early chapters explore technology, operations, and service personnel. Later chapters shift to understanding customers, marketing services, and measuring company performance. This dual focus helps readers grasp the full value creation process.

Contemporary Issues in Service Management

Digitization, platform economies, gig work, and supply chain logistics are not treated as afterthoughts. Dedicated chapters examine how these forces reshape service businesses, while separate coverage of servitization highlights the growing role of services inside manufacturing companies. The authors also acknowledge the impact of the COVID-19 pandemic on service processes and management thinking.

Case Studies for Practical Insight

Throughout the book, short case studies illustrate theoretical concepts in real-world settings. The final chapter brings these together through integrated case studies that apply the full 14-question framework to different sectors and countries. This approach helps readers move from abstract models to actionable understanding.

Who Should Read This Book

Students in service management, business administration, or executive development programs will find a coherent and current foundation. Practicing managers, consultants, and service researchers will value the integrated perspective and the emphasis on critical reflection rather than formulaic answers. The book is equally relevant for those in service industries and for leaders in manufacturing firms undergoing servitization.

A Research-Led, Practice-Informed Text

The authors draw on decades of research, teaching, and consultancy across Europe, North America, Asia, and beyond. Their collective experience shapes a text that is academically rigorous yet grounded in the everyday challenges of managing service businesses. The result is a resource that encourages readers to think more intelligently about the interconnected nature of service work.