9780199696086

Managing Services Challenges and Innovation

by ;
  • ISBN13:

    9780199696086

  • ISBN10:

    019969608X

  • Format: Hardcover
  • Copyright: 1/28/2014
  • Publisher: Oxford University Press
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Author Biography


Kathryn Haynes, Northern Society Chair in Accounting, Newcastle University Business School,Irena Grugulis, Professor of Work and Skills, Leeds University Business School

Professor Kathryn Haynes holds the Northern Society Chair in Accounting at Newcastle University Business School, UK. Kathryn is a Chartered Accountant and Fellow of the Institute of Chartered Accountants in England and Wales (ICAEW). Kathryn is also a Fellow of the Advanced Institute of Management Research (AIM), where she was Lead Fellow of the Services research cohort. She is a co-facilitator of the Gender Equality Working Group of the UN Principles of Responsible Management Education.


Irena Grugulis is the Professor of Work and Skills at Leeds University Business School, an ESRC/AIM Services Fellow and an associate fellow of SKOPE. Her principal research interests are in the area of skills. Recent projects have focussed on the creative industries, particularly film and TV production and digital games and her research has been funded by the ESRC, EPSRC and the EU. She is the Joint Editor in Chief of Work, Employment and Society.

Table of Contents


Professor Robin Wensley, Director of AIM: Preface
1: Kathryn Haynes and Irena Grugulis: Managing Services and the Service Sector: An Introduction
2: Giuliana Battisti, Yogesh K. Dwivedi, Adrian T.H. Kuah, and Cristiana R. Lages: Service Measurement and Definition: Challenges and Limitations
3: Martin Spring: The Shifting Terrain of Service Operations Management
4: Irena Grugulis: Employment in Service and the Service sector
5: Kathryn Haynes: Gender and Diversity Challenges in Professional Services Firms
6: Joe O Mahoney: Management Innovation in the UK Consulting Industry
7: Andy Neely: Society s Grand Challenges: What Role for Services?
8: Irene C L Ng, Stephen L. Vargo and Laura A. Smith: Reconceptualising Service through a Service-Dominant Logic
9: Ammon Salter and Bruce S. Tether: Innovation in Services: An Overview
10: Martin Spring, Luis Araujo, and Katy Mason: Offshoring and Outsourcing of Administrative and Technical Services: a Modularity Perspective
11: Laura A Smith and Irene C L Ng: Service Systems for Value Co-Creation
Preface, Professor Robin Wensley, Director of AIM
1. Managing Services and the Service Sector: An Introduction, Kathryn Haynes and Irena Grugulis
2. Service Measurement and Definition: Challenges and Limitations, Giuliana Battisti, Yogesh K. Dwivedi, Adrian T.H. Kuah, and Cristiana R. Lages
3. The Shifting Terrain of Service Operations Management, Martin Spring
4. Employment in Service and the Service sector, Irena Grugulis
5. Gender and Diversity Challenges in Professional Services Firms, Kathryn Haynes
6. Management Innovation in the UK Consulting Industry, Joe O Mahoney
7. Society s Grand Challenges: What Role for Services?, Andy Neely
8. Reconceptualising Service through a Service-Dominant Logic, Irene C L Ng, Stephen L. Vargo and Laura A. Smith
9. Innovation in Services: An Overview, Ammon Salter and Bruce S. Tether
10. Offshoring and Outsourcing of Administrative and Technical Services: a Modularity Perspective, Martin Spring, Luis Araujo, and Katy Mason
11. Service Systems for Value Co-Creation, Laura A Smith and Irene C L Ng

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