Service business accounts for more than 75 per cent of the wealth and employment created in most developed market economies. This interdisciplinary Handbook provides a critical and multi-disciplinary review of current service business processes and practices. Broadening our understanding of services in the world economy, the editors push back the frontiers of current critical thinking by bringing together eminent scholars from economics, management, sociology, public policy, planning and geography. Chapters contribute to on-going debates about the nature and management of service business and the characteristics of service-led economies. Disciplinary perspectives on services, services and core business processes and the management of service business are explored. Included are a series of case studies from the EU, USA, UK and Australia.
Contents: Preface - The Structure of the Handbook Acknowledgements 1. Service Business - Growth, Innovation, Competitiveness John R. Bryson and Peter W. Daniels PART I UNDERSTANDING SERVICE BUSINESS: DISCIPLINARY PERSPECTIVES 2. Growth and Productivity in EU Service Sectors Mary O'Mahony 3. Service Research and Economic Geography Patrik Strom 4. The New Scientific Study of Service Paul P. Maglio and Cheryl A. Kieliszweski 5. The Role of the Big 4: Commoditization and Accountancy Steve Hollis PART II SERVICES AND CORE BUSINESS PROCESSES 6. Green and Sustainable Innovation in a Service Economy Faridah Djellal and Faiz Gallouj 7. The Three-Stage Model of Service Consumption Rodoula H. Tsiotsou and Jochen Wirtz 8. Creating and Capturing Value in the Service Economy: The Crucial Role of Business Services in Driving Innovation and Growth Michael Ehret and Jochen Wirtz 9. Measuring Business Activity in the UK Julian Frankish, Richard Roberts, David J. Storey and Alex Coad 10. The Growth of Information-Intensive Services in the US Economy Uday Apte, Uday Karmarkar and Hiranya Nath 11. Service and Experience Jon Sundbo PART III MANAGING SERVICE BUSINESSES 12. The Organization of Service Business Andrew Jones 13. Managing Experts and Creative Talent David J. Teece 14. Globalization of Services Joanne Roberts 15. Internationalisation of Services: Modes and the Particular Case of KIBS Luis Rubalcaba and Marja Toivonen 16. In Pursuit of Creative Compliance: Innovation in Professional Service Firms Timothy Morris, Michael Smets and Royston Greenwood 17. Business and Professional Service Firms and the Management and Control of Talent and Reputations: Retaining Expert Employees and Client Relationship Management John R. Bryson PART IV UNDERSTANDING SERVICE BUSINESS 18. How has Logistics come to Exert Such a Key role in the Performance of Economies, Society and Policy Making in the 21st Century? Andrew Potter and Robert Mason 19. Creative Systems: a New Integrated Approach to Understanding the Complexity of Cultural and Creative Industries in Eastern and Western Countries Lauren Andres and Caroline Chapain 20. Tourism Services: A Sustainable Service Business? C. Michael Hall 21. Growth and Spatial Development of Producer Services in China Anthony G O. Yeh and Fiona F. Yang PART V CONCLUSION: A NEW RESEARCH AGENDA? 22. Developing the Agenda for Research on Knowledge-Intensive Services: Problems and Opportunities John R. Bryson and Peter W. Daniels Index
