It is a concise text that takes a strongly managerial perspective, yet is rooted in solid academic research. Each of the 15 chapters has been revised and features latest academic research, advancements in technology and vivid examples. New chapter summaries in bullet-point format provide a quick overview of each chapter’s core concepts and messages.
The text features a selection of 18 up-to-date, classroom tested cases of varying lengths and levels of difficulty. The Instructor's Resource Manual includes over 500 PowerPoint slides, a test bank, and chapter and case teaching notes.

Prentice Hall, 2010; ISBN 978-0-13-610721-7

The field of activities of the Research Professor comprises service businesses in support of technology-based service industries and the public sector, especially modelling of service processes and the methods to develop and design services.

The Research Professor shall implement VTT's strategy by leading and carrying out internationally recognized research aimed at developing new and improving existing services across different sectors of industry and the public sector. In addition to the scientific merits, the impact of research is an important measure of success.

From january 2012, the SIJ Editorial Team will be: Editor-in-Chief: Eileen Bridges, Kent State University, USA Editors: John Bryson, Birmingham University, UK, RESER Vice President...

The University of Amsterdam and the VU University Amsterdam will launch one of the first European university centers for service innovation: the Amsterdam Academic Centre for Service Innovation (AMSI).

The brazilian team of RESER will present its project of launching the latin american and caribbean association for research in services (LASCARS) in 2010. The seminar will be an occasion to exchange the research progress between some brazilian researchers and some french teams (Lille, Toulouse, Aix en Provence)