Service Innovation and Management

Lars Witell

ISBN 10: 3031765621 / ISBN 13: 9783031765629

Published by Springer, Springer Jan 2026, 2026

About this Item

This item is printed on demand - it takes 3-4 days longer - Neuware 196 pp. Englisch.

Seller Inventory # 9783031765629

Bibliographic Details

• Title: Service Innovation and Management
• Publisher: Springer, Springer Jan 2026
• Publication Date: 2026
• Language: English
• ISBN 10: 3031765621
• ISBN 13: 9783031765629
• Binding: Taschenbuch
• Condition: Neu
• Dimensions: 235W x 155H x 11D millimeters 235 millimeters width by 155 millimeters height by 11 millimeters depth
• Weight: 306 grams

About this title

Synopsis

This open access book investigates how digitalization and service infusion are changing service provision and the customer experience. It highlights the central role of service management and service innovation in making these changes not only appear in theory but also implementing them in business practice. At the beginning of the 21st century, many manufacturing firms struggled to exploit the financial potential of service businesses, a phenomenon described as the service paradox. While many manufacturing firms are still struggling with this paradox, several firms (both service and manufacturing firms) are simultaneously struggling with digitalization. This phenomenon can be viewed as the digitalization paradox, i.e., as a situation in which companies invest in digitalization but struggle to reach the expected revenue growth. By applying the lens of service innovation to digitalization and service infusion, the book showcases how firms can overcome the service and digitalization paradoxes, transform service provision, and improve the customer experience. It offers comprehensive coverage, blending literature reviews, conceptualizations, empirical illustrations, and case studies to offer a multifaceted perspective on corporate strategies, illuminating pathways to address the challenges posed by the service and digitalization paradoxes. 

Built on the latest research from the CTF – Service Research Center at Karlstad University, Sweden, this book offers a valuable resource for managers seeking practical strategies and approaches to enhance their understanding and implementation of service management and marketing principles. It will also appeal to academics with an interest in service management and marketing. 

About the Author

Lars Witell is a Professor at the CTF – Service Research Center at Karlstad University, Sweden. He also holds a position as Professor in Business Administration at Linköping University, Sweden. His research interests include service innovation, customer experience, and service infusion in manufacturing firms. Over the past 20 years, he has led large research programs in collaboration with industry.