May 1, 2024
Updated May 11, 2025
18 minute read
At its core, "Service" encompasses a vast and diverse range of economic activities that involve providing intangible value rather than tangible goods. This can range from a haircut or a consultation with a doctor to complex financial transactions or the development of sophisticated software. Essentially, if you are paying for an action, a process, an experience, or expertise, you are likely engaging with the service sector. The breadth of this field means it touches nearly every aspect of modern life and is a significant driver of global economies.
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Find a path to becoming a Service. Learn more at:
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Reading list
We've selected 16 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Service.
Foundational text for understanding the principles and practices of customer success, particularly relevant in subscription-based business models. It delves into strategies for retaining customers and driving growth, making it highly relevant for those interested in customer relationship management and service in a modern context. It is often used as a key reference in customer success programs.
A classic in service management literature, this book presents a framework linking employee satisfaction and loyalty to customer satisfaction and loyalty, ultimately leading to profitability and growth. It provides a broad understanding of the interconnectedness of internal and external service. is essential for gaining a foundational and deeper understanding of service dynamics.
Building on the concepts introduced in The Phoenix Project, this handbook provides a detailed guide to implementing DevOps practices for improved service delivery, reliability, and security in technology organizations. It's a crucial resource for those looking to deepen their understanding of contemporary IT service operations and is widely used by professionals.
Widely recognized textbook in service marketing and management. It covers the core concepts of service quality, customer expectations, and service recovery. It's an excellent resource for gaining a broad understanding of service quality principles and is often used in academic settings.
Offers a deep dive into the practices and principles of Site Reliability Engineering (SRE) at Google. It provides valuable insights into managing large-scale, highly reliable systems, which critical aspect of service delivery in the digital age. It more technical read, suitable for those with a background in IT or engineering, and serves as a key reference for modern service operations.
Another leading textbook by experts in the field, this book provides a comprehensive overview of service marketing, focusing on the unique challenges of marketing intangible services. It helps solidify an understanding of how to apply marketing principles in a service context and is valuable as a core textbook or comprehensive reference.
Offers a comprehensive guide to the service design process, from initial research to implementation. It provides a structured approach to designing services that meet customer needs and business objectives. It's valuable for those who want to delve deeper into the methodology of service design.
Written by the late CEO of Zappos, this book offers a compelling narrative on building a company culture centered around customer and employee happiness. While not a traditional textbook, it provides invaluable insights into the foundational importance of culture in service delivery. It serves as excellent supplementary reading to understand the broader impact of service on business success.
This textbook provides a comprehensive overview of the operational aspects of service delivery. It covers topics such as process design, capacity management, and quality control in service settings. It's a valuable resource for understanding the practicalities of managing service operations and is often used in business and operations management programs.
Outlines ten fundamental principles for creating positive customer experiences. It provides a practical framework for designing and evaluating service interactions from the customer's perspective. It's a good resource for gaining a foundational understanding of customer experience design.
Explores the concept of building a customer-obsessed company culture. It provides a framework and practical advice for putting the customer at the center of business operations. It's valuable for understanding the strategic importance of service and customer focus at an organizational level.
Explores the link between exceptional service and profitability. It provides actionable strategies for building a service organization that consistently delivers high-quality experiences. It's valuable for understanding the business impact of service and how to cultivate a service-oriented culture.
For those interested in IT Service Management, this book provides a clear and concise introduction to the ITIL 4 framework. It covers the core concepts of service value system and service value chains, which are fundamental to understanding modern IT service delivery. It is particularly useful for those seeking to understand service within an IT context or preparing for ITIL certification. Published recently, it offers a contemporary perspective on IT service management.
Examines the customer service philosophy and practices of Nordstrom, a company renowned for its exceptional service. It provides practical examples and insights into creating a customer-centric culture. While not a recent publication, it remains a relevant case study in service excellence.
Focuses on the critical moments of interaction between service providers and customers – the service encounter. It delves into the dynamics of these interactions and how they can be managed to build strong customer relationships. It provides a micro-level view of service delivery and is useful for understanding the human element of service.
Focuses on the strategic considerations for managing service businesses. it explores how to develop and implement strategies for competitive advantage in the service sector. It's suitable for those looking to understand the higher-level strategic aspects of service management.
For more information about how these books relate to this course, visit:
OpenCourser.com/topic/t5v7bo/servic
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