Service Management: An Evaluation and the Future

Abstract

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 The goods‐services division in its traditional sense is outdated; it represents a myopic production view, while the service economy is an expression for customer‐oriented and citizen‐oriented, value‐enhancing offering.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.

Citation

Gummesson, E. (1994), "Service Management: An Evaluation and the Future", International Journal of Service Industry Management, Vol. 5 No. 1, pp. 77-96. https://doi.org/10.1108/09564239410051920