The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
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 The goods‐services division in its traditional sense is outdated; it represents a myopic production view, while the service economy is an expression for customer‐oriented and citizen‐oriented, value‐enhancing offering.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.
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Citations
Cites
HRM – A Service Perspective: Towards a Customer‐focused HRM
Schneider, B. (1994) · International Journal of Service Industry Management · doi:10.1108/09564239410051911 · Cited by 146
Cited by
HRM – A Service Perspective: Towards a Customer‐focused HRM
Schneider, B. (1994) · International Journal of Service Industry Management · doi:10.1108/09564239410051911 · Cited by 146
Exploring Chinese cultural influences and hospitality marketing relationships
Gilbert, D., & Tsao, J. (2000) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596110010305037 · Cited by 94
Metadata
- Authors
- Gummesson, E.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 1994-03-01
- Volume
- 5
- Issue
- 1
- Pages
- 77-96
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W1999174544
- Cited by
- 247
- References
- 1
- FWCI
- 24.73
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: Service Management: An Evaluation and the Future. https://app.cochat.ai/papers/10.1108/09564239410051920
- The paper
- Gummesson, E. (1994). Service Management: An Evaluation and the Future. International Journal of Service Industry Management. https://doi.org/10.1108/09564239410051920
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
