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How Contemporary Scholarship Addresses Service Management Practices

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Robert C. Ford

    (University of Central Florida)

  • David Solnet

    (University of Queensland Business School)

Abstract

This chapter identifies current managerial challenges and showcases how contemporary scholarship can be of value in addressing these challenges. Mindful of the impacts of the COVID-19 pandemic, this chapter weaves contemporary scholarship with informed speculation as to what service management practices will be in a post-COVID world. We selected four topics that we feel merit the most attention in a Handbook used by future scholars and practitioners. These are humanizing the service experience; contingent (gig) work and workers; the evolution from customer service to customer experience; and finally, managing diverse customer resources in the co-production of a service experience.

Suggested Citation

  • Robert C. Ford & David Solnet, 2022. "How Contemporary Scholarship Addresses Service Management Practices," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 223-245, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_12
    DOI: 10.1007/978-3-030-91828-6_12
    as

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