This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
The Palgrave Handbook of the Public Servant examines what it means to be a public servant in today’s world(s) where globalisation and neoliberalism have proliferated the number of actors who contribute to the public purpose sector and created new spaces that public servants now operate in. It considers how different scholarly approaches can contribute to a better understanding of the identities, motivations, values, roles, skills, positions and futures for the public servant, and how scholarly knowledge can be informed by and translated into value for practice. The book combines academic contributions with those from practitioners so that key lessons may be synthesised and translated into the context of the public servant.
Manufacturers have shifted their focus from products to smart solutions in search of higher returns and additional growth opportunities. This shift, described as servitization, or lately as a digital servitization, is not a simple process. Academic study has revealed that its issues are complex, problematic, contingent, and even paradoxical, involving multiple organizational layers, such as operations, strategic, relational, and even ecosystemic layers. Recent literature studies have called for improved theories in servitization, and even alternative narratives. In this handbook, the chapters take different perspectives towards servitization, digital servitization or Product-Service-Software systems, presenting and debating over concepts such as organizational transformation, change management, strategic management, business models, innovation and product-service operations. The handbook provides an opportunity to develop improved theoretical grounds for servitization, and thus to elaborate and develop the field further. This volume will be of great interest for the servitization community, including scholars, Ph.D. and master students, but also company managers, developers and consultants facilitating company’s servitization efforts.
This handbook provides the first comprehensive overview of the fast-evolving alternative finance space and makes a timely and in-depth contribution to the literature in this area. Bringing together expert contributions in the field from both practitioners and academics, in one of the most dynamic parts of the financial sector, it provides a solid reference for this exciting discipline. Divided into six parts, Section 1 presents a high-level overview of the technologically-enabled finance space. It also offers a historical perspective on technological finance models and outlines different business models. Section 2 analyses digital currencies including guides to bitcoins, other cryptocurrencies, and blockchains. Section 3 addresses alternative payment systems such as digital money and asset tokenization. Section 4 deals with crowdfunding models from both a theoretical perspective and from a regulatory perspective. Section 5 discusses data-driven business models and includes a discussion of neural networks and deep learning. Finally, Section 6 discusses welfare implications of the technological finance revolution. This collection highlights the most current developments to date and the state-of-the-art in alternative finance, while also indicating areas of further potential. Acting as a roadmap for future research in this innovative and promising area of finance, this handbook is a solid reference work for academics and students whilst also appealing to industry practitioners, businesses and policy-makers.
This book examines user and community co-production of public services and outcomes, currently one of the most discussed topics in the field of public management and policy. It considers co-production in a wide range of public services, with particular emphasis on health, social care and community safety, illustrated through international case studies in many of the chapters. This book draws on both quantitative and qualitative empirical research studies on co-production, and on the Governance International database of more than 70 international co-production case studies, most of which have been republished by the OECD. Academically rigorous and systematically evidence-based, the book incorporates many insights which have arisen from the extensive range of research projects and executive training programmes in co-production undertaken by the author. Written in a style which is easy and enjoyable to read, the book gives readers, both academics and practitioners, the opportunity to develop a creative understanding of the essence and implications of co-production.
This handbook comprehensively explores the European Union’s institutional and policy responses to crises across policy domains and institutions – including the Euro crisis, Brexit, the Ukraine crisis, the refugee crisis, as well as the global health crisis resulting from COVID-19. It contributes to our understanding of how crisis affects institutional change and continuity, decision-making behavior and processes, and public policy-making. It offers a systematic discussion of how the existing repertoire of theories understand crisis and how well they capture times of unrest and events of disintegration. More generally, the handbook looks at how public organizations cope with crises, and thus probes how sustainable and resilient public organizations are in times of crisis and unrest.
Focusing on the specific challenges of research design and exploring the opportunities of conducting research in humanitarian logistics and supply chain management, this handbook is a significant contribution to future research. Chapters include extensive descriptions of methods used, highlighting their advantages and disadvantages, and the challenges in scoping, sampling, collecting and analysing data, as well as ensuring the quality of studies. Covering a wide variety of topics including risk and resilience and the impact of humanitarian logistics on capacity building, sustainability and the local economy, it also explores the need for scalability and co-ordination in the humanitarian network. Contributors provide important insight on future directions and offer crucial guidance for researchers conducting projects within the field.
The coronavirus pandemic of 2019-20 and its associated global economic collapse has bluntly revealed that decision makers everywhere are ill-equipped to identify the innovative capacities of modern societies and, in particular, deploy managers to harness such capabilities. Getting the problem of management right is a voyage to the heart of human experience. Indeed, the perennial questions that haunt our existence almost invariably prompt answers that invoke conceptions of work, transformative effort and realisation of ideas. One way or another, all such endeavour requires management. It is often overlooked that more than any other discipline, management history brings into focus humanity’s most pressing questions. At the time of writing, these queries come with a disquieting urgency. What is management? How do its modern methods differ from those in pre-industrial societies? How does the management that emerged in Western Europe and North America in the nineteenth century differ from forms practiced in the twentieth? In what ways do Asian, African and South American societies have distinctive managerial philosophies? Perhaps most importantly, what don’t we know or don’t do very well? It is to these fundamental questions that the Palgrave Handbook of Management History speaks. The work’s 63 chapters – authored by 27 of the world’s leading management and business thinkers – explore virtually every aspect of management globally as well as across millennia. The series explores the theoretical contributions of classical Western business and management scholars (Adam Smith, Frederick Taylor, Elton Mayo, Peter Drucker, Alfred Chandler, etc.) as well as commentaries from critical theorists such as Michel Foucault, Jacques Derrida and Hayden White. The Handbook is also practical. For example, its content addresses the day to day experience of management in ancient Greece and Rome as well as the contemporary approaches of China, France, South Africa, India, Denmark, Australia, South America, New Zealand and the Middle East. In short, the Palgrave Handbook provides students of economics, management, business theory and practice, and critical studies with a single comprehensive and in-depth point of reference.
Drawing on research from the administrative sciences and using organizational, institutional and decision-making theories, this volume examines the emerging bureaucratic framework of the EU and highlights that analyzing the patterns and dynamics of the EU's administrative capacities is essential to understand how it shapes European public policy.
This volume brings together both academic and institutional perspectives to examine the production, use and contestation of indicators in global governance. It provides a unique and comprehensive guide to the latest research in the study of indicators and their use in global governance and policy making. The editors provide a guide to the recent vast body of literature and practice on measuring governance and measurement as governance at the global level, and present a state-of-the-art analysis of social science research on indicators at both the transnational and the global level. The Handbook brings together scholars from a variety of disciplines and perspectives, as well as policy-makers from international organisations and non-government organisations working in the field. This volume will be a valuable resource for students and academics in the fields of public policy, administration and management, international relations, political science, law, and globalisation, as well as policy makers and practitioners.
