Service Management: An Evaluation and the Future

Evert Gummesson (Department of Business Administration, Stockholm University, Sweden)

International Journal of Service Industry Management

ISSN: 0956-4233

Publication date: 1 March 1994


Deals with the future of service management in specific service management terms but also in broader, societal terms, from both a practitioner and a scholarly perspective. Claims that service management concerns not only what is traditionally known as service organizations, but also constitutes a future paradigm for organizations in general. The goods‐services division in its traditional sense is outdated; it represents a myopic production view, while the service economy is an expression for customer‐oriented and citizen‐oriented, value‐enhancing offering. Although service management has taken a giant step since the late 1970s, we are just beginning to see a new era of management that will fight the battle for economic survival in the future service society.



Gummesson, E. (1994), "Service Management: An Evaluation and the Future", International Journal of Service Industry Management, Vol. 5 No. 1, pp. 77-96.

Download as .RIS




Copyright © 1994, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.