TY - JOUR AB - 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 The goods‐services division in its traditional sense is outdated; it represents a myopic production view, while the service economy is an expression for customer‐oriented and citizen‐oriented, value‐enhancing offering.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. VL - 5 IS - 1 SN - 0956-4233 DO - 10.1108/09564239410051920 UR - https://doi.org/10.1108/09564239410051920 AU - Gummesson Evert PY - 1994 Y1 - 1994/01/01 TI - Service Management: An Evaluation and the Future T2 - International Journal of Service Industry Management PB - MCB UP Ltd SP - 77 EP - 96 Y2 - 2024/03/28 ER -