John R. Bryson is Professor of Enterprise and Competitiveness at Birmingham Business School, University of Birmingham, UK. His research interests include understanding the growth and dynamics of knowledge-intensive service firms, innovation and services, the interactions between services and manufacturing and the impacts of robotics and artificial intelligence on services.

Jon Sundbo is Professor in Business Administration and Innovation at Roskilde University, Denmark. His research interests include service firms and the service economy, innovation, service processes, marketing and the management of service firms.

Lars Fuglsang is Professor at the Department of Social Sciences and Business at Roskilde University. He currently leads the research group on Innovation in Service and Experiences. His research interests include how institutional and organizational frameworks are created to deal with the impacts of innovation, technology and other forms of change on business and society.

Peter W. Daniels was Emeritus Professor of Geography in the School of Geography, Earth and Environmental Sciences at the University of Birmingham. His research focused on advanced business and professional services.

Includes power point slides for instructors

Each chapter includes an international case study

Provides a unique, integrated approach to service management

1. Reading and Managing Service Businesses.- 2. Service Research and Service Theory.- 3. Business Models and Service Strategy.- 4. Techno Service Worlds? Digitization of Service Businesses.- 5. Service Operations and Productivity.- 6. Service Personnel and their Management.- 7. Process and Product Innovation in Service Businesses.- 8. Customer First: Understanding Customers.- 9. Marketing Services.- 10. Internationalizing Service Businesses.- 11. Supply Chains and Logistics Services.- 12. Servitization and Manufacturing Companies.- 13. Measuring Company Performance and Customer Satisfaction.- 14. Reading and Managing Service Businesses: An Integrated Case Study Approach.