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Handbook Of Service Business

Management, Marketing, Innovation and Internationalisation

John R. Bryson , Peter W. Daniels

Edited by John R. Bryson, Professor of Enterprise and Competitiveness, Birmingham Business School, University of Birmingham and Peter W. Daniels, Emeritus Professor of Geography, School of Geography, Earth and Environmental Sciences, University of Birmingham, UK

June 2015 c 464 pp Hardback 978 1 78100 040 3

ebook isbn 978 1 78100 041 0

Hardback $225.00 on-line price $202.50

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Handbook Of Service Business

Management, Marketing, Innovation and Internationalisation

John R. Bryson , Peter W. Daniels

Edited by John R. Bryson, Professor of Enterprise and Competitiveness, Birmingham Business School, University of Birmingham and Peter W. Daniels, Emeritus Professor of Geography, School of Geography, Earth and Environmental Sciences, University of Birmingham, UK

June 2015 c 464 pp Hardback 978 1 78100 040 3

ebook isbn 978 1 78100 041 0

Hardback $225.00 on-line price $202.50

Description
‘This book presents the newest research on service business from an economic, production and geographical perspective. It contains profound analyses and new approaches. New business trends, internationalization and economic development of service industries are analyzed, as are managerial and innovation issues. The book is a much needed supplement to the current widespread focus on service marketing and Service Dominant Logic. It is highly recommended to all academics, students and practitioners dealing with service business and industrial policy.’
– Jon Sundbo, Roskilde University, Denmark
Contents
Contributors include: L. Andres, U. Apte, J.R. Bryson, C. Chapain, A. Cpad, P.W. Daniels, F. Djellal, M. Ehret, J. Frankish, F. Gallouj, R. Greenwood, C. M. Hall, S. Hollis, A. Jones, U. Karmarkar, C. Kieliszewski, P.P Maglio, R. Mason, T. Morris, H.K Nath, M. O’Mahony, A. Potter, J. Roberts, R. Roberts, L. Rubalcaba, M. Smets, D. Storey, P. Strom, J. Sundbo, D. Teece, M. Toivonen, R. Tsiotsou, J. Wirtz, F. Yang, A. Yeh
Further information

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 ongoing 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 is a series of case studies from the EU, USA, UK and Australia.

Designed as an additional text for undergraduates and postgraduate studies, this book will appeal to students and scholars seeking a multi-disciplinary understanding of this increasingly mainstream field.

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 Ström

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 Faïz 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

# posted by Ian Miles @ 5:44 AM

The Handbook of Service Innovation

Editors: Agarwal, R., Selen, W., Roos, G., Green, R. (Eds.)

Addresses contemporary issues in service innovation

see more benefits

192Chapter downloads/week on SpringerLink

Bringing together some of the world’s leading thinkers, academics and professionals to provide practitioners, students and academicians with comprehensive insights into implementing effective service innovation. This book presents service innovation holistically and systemically across various service areas, including health, education, tourism, hospitality, telecommunications, and retail. It addresses contemporary issues through conceptual and applied contributions across industry, academia, and government, providing insights for improved practice and policy making.
Featuring cutting-edge research contributions, practical examples, implementations and a select number of case studies across several growth service industries, this book also includes examples of failed service innovation attempts in order to demonstrate a balanced view of the topic and to make clear the pitfalls to be avoided.
Culminating in a suggested step-by-step guide to enable service organization’s managers to understand and implement the concepts of service innovation and manage its evolutionary processes effectively, this book will prove a valuable resource to a wide reaching audience including researchers, practitioners, managers, and students who aspire to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
Includes endorsements from professionals in the field of service innovation.

Table of contents (35 chapter)

Innovation: A Critical Assessment of the Concept and Scope of Literature

Baunsgaard, Vibeke Vad (et al.)

Pages 5-25

$29.95
Service Innovation: A Review of the Literature

Randhawa, Krithika (et al.)

Pages 27-51
Open Service Innovation: Literature Review and Directions for Future Research

Alexiev, Alexander (et al.)

Pages 53-74
Towards an Understanding of Open Innovation in Services: Beyond the Firm and Towards Relational Co-creation

Edwards, Melissa (et al.)

Pages 75-90
Exploring a Multidimensional Approach to Service Innovation

Janssen, Matthijs (et al.)

Pages 91-108

Download Preface 1 PDF (100.8 KB)
Download Sample pages 2 PDF (245.4 KB)

# posted by Ian Miles @ 4:23 AM

This project has much about innovation and employment trends.
The paper that I am currently perusing is actually about low-skill service jobs:
http://www.neujobs.eu/publications/working-papers/low-wage-service-occupations-europe-inevitable-underclass
"Over the past two decades technological change has led to job polarization, or the growth of those employed in low-wage (and high-wage) occupations located disproportionally in the service sector at the expense of mid-wage jobs. Low-wage service occupations, often referred to as “face-to-face” services, involve tasks which cannot be completed by computers or off-shored, and this non-routinization hypothesis expresses the economic logic to their presumed inevitability. These jobsinclude foremost caregivers, restaurant workers, cleaners, and salespersons,occupations often seen as necessary today to sustain the dual earner model by marketizing domestic tasks......."
Much empirical analysis
"Low-wage service occupations occupy an important part of the employment structure of post-industrial labor markets and this transformation raises alarms about inequality since employment in such occupations arguably depends on weak working conditions. This study examines trends in low-wage service employment across 19 European countries between 1992 and 2010 in order to get leverage on whether their expansion and poor quality are both as inevitable and inter-related as the literature suggests"

# posted by Ian Miles @ 5:16 AM

Doroshenko M., Miles I., Vinogradov D. (2014) Knowledge Intensive Business Services: The Russian Experience. Foresight-Russia, vol. 8, no 4, pp. 24–39.

Knowledge-Intensive Business Services (KIBS) are seen to be a core sector of the so-called ‘knowledge economy’, and already play an important role in developed economies. The KIBS providers are both innovate themselves and provide their clients with knowledge and learning opportunities.
This paper examines the status of KIBS in Russia, and explores some key issues in their role in innovation using data from surveys of KIBS firms and their clients.

...

Conclusions
The evidence from this study on Russia confirms and extends the thesis advanced mainly from studies in Western European countries: that the KIBS sector possesses a high innovative potential. KIBS sectors can generate service innovation of two types: commoditization and personalization of services. In Russia, the KIBS sector’s share of innovative outputs is comparable with the most advanced industrial sectors. Importantly, KIBS also supports innovation among its users, and this support is a self-sustaining mechanism. The sector deserves more attention in statistical reporting and studies, and more consideration from policymakers and other potentially interested stakeholders, including management training schools and industry associations. KIBS can be significant sources of export earning and — according to our analyses — make a significant contribution to innovation in the economy as a whole.
Our study explores the issue of asymmetric perceptions of standardized / customized KIBS by providers and consumers, which partly explains the insufficient engagement in co-production by inexperienced customers. As if looking through an opaque glass, inexperienced clients see all services as essentially similar and do not see the benefits of co-production. A lack of co-production, due to customers’ failure to understand why it is needed, means that services are not always fully absorbed by the customers. They may be inadequately tuned to the needs of the customer, or customers may be under-equipped to absorb them; both problems can be addressed through meaningful co-production of KIBS. The results of our study support the idea that customers with prior experience in KIBS consumption better understand why they need KIBS and the benefits from co-production. This could be an issue to address in awareness-raising initiatives for KIBS firms as well as other organizations.

# posted by Ian Miles @ 3:23 AM

Cass and Cambrifgr have research groups on Professional Services - here are Cass outputs:

Working papers

Read academic working papers and practitioner reports. For permission to quote from them, or to comment on them, please contact the author.
Exclusive Inclusivity: Securing Status and Legitimacy in the UK's Elite Professional Service Firms.
Louise Ashley and Laura Empson (Working Paper CPSF-0011 2013)
Leadership and Professionals.
Laura Empson and Ann Langley (Working Paper CPSF-0010 2013)
My affair with the 'other': Identity journeys across the research-practice divide.
Laura Empson (Working Paper CPSF-009 2012)
Convenient fictions and inconvenient truths: The role of paradox in understanding female career progression within leading UK accountancy firms.
Louise Ashley and Laura Empson (Working Paper CPSF-008 2012)
Financialization as a strategy of workplace control in professional service firms.
Johan Alvehus and Andre Spicer (Working Paper CPSF-007 2012)
Differentiation and discrimination: Understanding social class and social exclusion in the UK's leading law firms.
Louise Ashley and Laura Empson (Working Paper CPSF-006 2011)
Managing partners and management professionals: Institutional work dyads in professional partnerships.
Laura Empson, Imogen Cleaver and Jeremy Allen (Working Paper CPSF-005-Revised May 2012)
Beyond dichotomies: A multi-stage model of governance in professional service firms.
Laura Empson (Working Paper CPSF-004 2010)
"They're not all bastards": Prospects for gender equality in the UK's elite law firms.
Louise Ashley (Working Paper CPSF-003 2010)
Beyond received wisdom: An integrative perspective on organizing professionals.
Laura Empson, Joseph P. Broschak (University of Arizona) and Huseyin Leblebici (University of Illinois at Urbana-Champaign) (Working Paper CPSF-002 2010)
Making a difference? The use (and abuse) of diversity management at the UK's elite law firms.
Louise Ashley (Working Paper CPSF-001 2010)

and research reports:

Reluctant Leaders and Autonomous Followers - Leadership Tactics in Professional Service Firms

Author(s):

Laura Empson

Topic:

Organisation and Leadership

Industry:

Professional Services

How do leaders in professional service firms stake their claim for leadership and, in an environment where all workers consider themselves experts, how do they maintain this position of power?

Updated: 14/07/2014

Comments:

Who's in charge? Exploring leadership dynamics in professional service firms

Author(s):

Laura Empson

Topic:

Organisation and Leadership

Industry:

Professional Services

This research represents a ground-breaking, in-depth study into leadership dynamics in professional service firms. It examines how leaders of these firms exert their influence, and analyses how they enact and resolve internal power dynamics.

Updated: 03/01/2015

Comments: 4

The Role of Knowledge Management Strategies and Task Knowledge in Stimulating Service Innovation

Author(s):

Chris Storey

et al.

Topic:

Information and Knowledge Management

Industry:

Professional Services

Are service firms that enact strategies to manage their new service development knowledge able to generate a sustainable competitive advantage? Based on analysis of data from a large survey of service companies, the answer is yes. We find that companies employing the knowledge management strategies of codification and personalisation reflect higher levels of NSD knowledge. However, the two strategies vary in their individual performance outcomes, with codification promoting NSD proficiency and personalisation promoting greater NSD innovativeness. When used together, the two strategies magnify NSD knowledge, which when combined with NSD proficiency and NSD innovativeness, promote a SCA.

Updated: 04/01/2015

Comments: 8

The role of paradox in understanding female career progression within UK professional services firms

Author(s):

Louise Ashley

et al.

Topic:

Organisation and Leadership

Industry:

Professional Services

Whilst acknowledging that women are often confined to lower paid or marginalised positions, this paper uses qualitative data collected in five corporate law firms in the City of London to question the motives for women's disadvantage and the mechanisms by which it is achieved.

Updated: 02/11/2011

Comments:

Beyond received wisdom: an integrative perspective on organizing professionals

Author(s):

Laura Empson

et al.

Topic:

Accounting, Organisation and Leadership

Industry:

Professional Services

We argue for an integrative perspective on organizing professionals, one which focuses on the dynamic interplay between the professional service firm and the contending, and sometimes conflicting, perspectives presented by the profession, professionals, and their clients.

Updated: 02/11/2011

Comments:

Beyond dichotomies: a multi-stage model of governance in professional service firms

Author(s):

Laura Empson

Topic:

Corporate Governance

Industry:

Professional Services

The current working paper argues that these dichotomized models ignore the variety of forms of governance prevalent within the professional service firm sector- in reality a professional service firm will adopt multiple forms of governance over time in response to its increasing scale and complexity.

Updated: 01/01/2015

Comments: 16

Cass Ethics with Cameron Cartmell: diversity and inclusiveness at Ernst & Young

Author(s):

Edouard Larpin

et al.

Organisation and Leadership

Industry:

Professional Services

We all tell stories about ourselves - sometimes to others to make us look successful, charming, clever etc., sometimes to ourselves to help us explain or excuse our behavior.

Partnership under pressure

Author(s):

Laura Empson

Topic:

Organisation and Leadership

Industry:

Professional Services

As recently as twenty years ago, partnership was the pre-eminent form of governance in most major professional sectors. But in the 1980s the incidence of partnership began to decline in areas such as accounting, management consulting, actuarial consulting, and investment banking, to the extent that most major consulting firms and almost all investment banks are now organised as privately-held or publicly-quoted corporations.

# posted by Ian Miles @ 1:53 AM

This isb the bargain of the week:

Servitization in Industry

http://download.springer.com/static/pdf/302/bok%253A978-3-319-06935-7.pdf?auth66=1403356185_f1b40c098493e567c55c9ad25d5e87b6&ext=.pdf

contents:

Contents

1 Introduction

........................................ 1

Gunter Lay

Part I Servitization by Sector

2 Photocopier Industry: At the Forefront of Servitization

........ 23

Filippo Visintin

3 Servitization in the Aircraft Industry: Understanding

Advanced Services and the Implications of Their Delivery

...... 45

Tim Baines and Howard Lightfoot

4 The Automotive Industry: Heading Towards Servitization

in Turbulent Times

.................................. 55

Paolo Gaiardelli, Lucrezia Songini and Nicola Saccani

5 Plant Engineering: Old Wine in New Skins

................. 73

Gunter Lay

6 Air Compressors or Compressed Air: Harvesting the Benefits

... 91

Peter Radgen

7 Machine Tool Industry: Beyond Tradition?

................. 109

Giacomo Copani

8 Chemical Industry: Servitization in Niches

................. 131

Daniela Buschak and Gunter Lay

9 Servitization of Capital Equipment Providers

in the Pulp and Paper Industry

.......................... 151

10 Manufacturers of Medical Technology: Servitization

in Regulated Markets

................................. 165

Marcus Schröter and Gunter Lay

Part II Servitization by Manufacturers’ Operational Departments

11 Servitization as an Innovation Process: Identifying

the Needs for Change

................................. 179

Christian Lerch

12 Acquiring Customer Knowledge to Enhance Servitization

of Industrial Companies

............................... 191

Taru Hakanen, Minna Kansola and Katri Valkokari

13 Market Research for Servitized Offerings: A Case Study

in the Chinese Province of Guangdong

.................... 211

Christian Lerch and Matthias Gotsch

14 Strategies for Developing the Service Business

in Manufacturing Companies

........................... 229

Jakob Ebeling, Thomas Friedli, Elgar Fleisch and Heiko Gebauer

15 Sourcing and Supplier Relationships

for Servitized Manufacturers

........................... 247

Nicola Saccani and Marco Perona

16 Servitization and Process Interfaces

...................... 263

Martin Spring and Juliana Santos

17 Avoiding the Overhead Cost Trap: Towards an Advanced

Management Accounting Method for Servitized Firms

......... 277

Christian Lerch and Matthias Gotsch

18 Adapting Products for Servitization

...................... 295

Sabine Biege

19 The Impact of Servitization on Key Competences

and Qualification Profiles in the Machine Building Industry

.... 315

Matthias Gotsch, Christiane Hipp, Petra Jung Erceg

and Nadezda Weidner

Part III Conclusions

20 Servitization by Sector and Manufacturers’ Operational

Departments: Lessons Learned

.......................... 333

Gunter Lay

# posted by Ian Miles @ 6:15 AM

KNOWLEDGE-INTENSIVE BUSINESS SERVICES

Wednesday, April 15, 2015

You spend ages waiting for a Handbook - and then two come at once

Handbook Of Service Business

Handbook Of Service Business

Handbook Of Service Business

New Handbook - Service Innovation

The Handbook of Service Innovation

Table of contents (35 chapter)

Monday, March 09, 2015

NEUJOBS - paper on low-skill jobs

Tuesday, January 06, 2015

KIBS in Russia

Research into Professional Services from Cass Business School

Working papers

Thursday, June 19, 2014

Book on Servicisation - downloadable!

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