The provision of services in both public and private sectors has increased dramatically over the last decade and a half. Many economies have shifted to a predominantly services model, leaving manufacturing and agriculture in their shadow.

Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods explores areas such as strategy development, service contracts, human capital management, leadership, management, marketing, e-government, and e-commerce. As this reference includes real world examples of selected cases, it will give readers the tools to utilize the knowledge and techniques needed to succeed in their careers. The perspectives gained from this volume will engage innovations of service and increased value wherever people interact with each other with resources and technology.

Coverage:

The many academic areas covered in this publication include, but are not limited to:

Business Strategy
Business-to-Business E-Commerce
Increasing Service Exports
Managing Intercultural Service Encounters
Productivity and Innovation in Services
Profitable Service Recovery
Service Failure and Service Recovery
Service Performance of Local Governments
Service-Based Business Models for Sustainability
Technology Management Tools

Reviews & Statements

Most of all I admire the heroic editorial effort by Professor Delener to have put together such a vast array of scholars in so many services field is a genuine contribution to knowledge and understanding of this often illusive area of business studies.

– Dr. Bruno Mascitelli, Associate Dean (International)Faculty of Business and EnterpriseSwinburne University of Technology

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Editor/Author Biographies

Dr. N. Delener is the Founding Dean of the School of Business at Arcadia University, Glenside-Philadelphia, Pennsylvania, U.S.A. Dr. Delener is also founder and elected President of The Global Business and Technology Association consisting of over two-thousand members worldwide. He is currently the Editor-in-Chief for the Journal of Global Business and Technology and is a member of such organizations as the American Marketing Association, the Academy of Marketing Science, and the Northeast Business and Economics Association. Dean Delener has conducted numerous executive seminars in many countries, including Brazil, Czech Republic, England, Hungary, Italy, The Netherlands, Portugal, Russia, South Africa, Spain, Switzerland, Taiwan, and Turkey. He has also been a consultant to several companies, including Marriott Corporation, the Beaumont Organization, Ltd., and Ellington Duval Inc: Worldwide Marketing Group. In addition, Dr. Delener worked as a policy studies project participant through the Stern School of Business at New York University and as a marketing executive for the textile corporation. Dr. Delener has published 18 books and more than 100 articles in prestigious, refereed journals, including the Journal of Business Ethics, Journal of Academy of Marketing Science, Journal of Advertising Research, Journal of Business Research, Journal of Marketing Management, Journal of International Consumer Marketing, Journal of Marketing and Theory, Journal of Public Administration, Journal of Euromarketing, among others. An honorary inductee of Iota Chapter of Beta Gamma Sigma, Dr. Delener has been selected for Who's Who Among America's Teachers, Who's Who in America,and Who's Who in the World. Dr. Delener is the recipient of several awards and grants – including Excellence in Graduate Teaching and Scholarship Award, Administrative Outstanding Achievement Award, and Research Grant from the U.S. Department of Education. He received his doctorate degree from The Graduate School at the City University of New York, his MBA degree and an Advanced Professional Certificate from the Stern School of Business, New York University. Prior to joining Arcadia University, Dr. Delener served as Dean of the School of Business at SUNY Old Westbury from August 2006 to December 2011. Dr. Delener had also served as the Director of International Business Studies at St. John's University starting in 1996 and from 1997 to 2005 as Associate Dean for Academic Affairs at the Tobin College of Business at the University. He served as a visiting lecturer at Erasmus University in Rotterdam, the Netherlands as well.

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Editorial Advisory Board

Professor Guy Callender, Curtin University of Technology, Australia
Professor Gerard Leo Danford, Haaga-Helia University of applied Sciences, Finland
Professor Nikolay Filinov, National Research University, Russia
Professor Scott Hoenig, University of the Witwatersrand, South Africa
Professor Stephen Ko, Hong Kong Polytechnic University, Hong Kong, China
Professor Yamen Koubaa, The Brittany School of Management, France
Professor Dana Lascu, University of Richmond, U.S.A.
Professor Gerald R. Ledlow, Georgia Southern University, U.S.A.
Professor A.R. Leen, Leiden University, The Netherlands
Professor Bruno Mascitelli, Swinburne University of Technology, Australia
Professor Samir R. Moussali, Huntingdon College, U.S.A.
Professor Juergen M. Muehlbacher, WU Vienna University of Economics & Business, Austria
Professor Kathleen Park, Massachusetts Institute of Technology, U.S.A.
Professor Christina Schweikert, Fordham University, U.S.A.
Professor Satyendra Singh, University of Winnipeg, Canada