Elgar Encyclopedia of Services

Edited by Faïz Gallouj, Professor of Economics and member of CLERSE-CNRS, University of Lille, Camal Gallouj, Professor of Management Science, Director of the CEPN, University Sorbonne Paris Nord, Marie-Christine Monnoyer, Emeritus Professor of Management Science, University of Toulouse 1 and Catholic Institute of Toulouse, France and Luis Rubalcaba, Professor of Economics, University of Alcalá, Spainwith the assistance of Markus Scheuer, Rheinisch-Westfalisches Institut für Wirtschaftsforschung, Essen, Germany

• Contents:Preface and acknowledgments xxiiiSECTION 1 TERTIARIZATION ANDSERVICES: DEFINITIONS AND THEORIES1.1 Definitions and classificationsArchitectural (or Assembled) Services 3Faridah DjellalCharacteristics of Services 5Sabine BenoitThe Concept of Services in EU LegalTexts 7Damien BroussolleGadrey’s Service Triangle 9Faïz GalloujIndustry Borders and the Size of theServices-Producing Sector 11Damien BroussolleService Classification 13Luis Rubalcaba and Ernesto SolanoService Definition 17Luis RubalcabaService Ontology 19Aarre Laakso and Luis RubalcabaServices in National Accounts 21Damien BroussolleThe “Services Worlds” 22Faïz Gallouj1.2 Sectors and activitiesBig Four Audit and Accounting Firms 25Camal Gallouj and Nizar GalloujConstruction as a Service 29Jan BröchnerCultural and Creative Industries 31Lars FuglsangE-Services 33Ada ScupolaFactoryless Goods Producing Firms 35Damien BroussolleFarm Advisory Services 36Pierre LabartheHigh-Speed Rail Services 38Marie DelaplaceHospital Retailing 40Naïla GalloujIndustrial Services 42Heidi M. E. KorhonenInsurance Services 43Debora Allam-FirleyIntroduction to Web Services 46Jens NeuhüttlerKnowledge-Intensive BusinessServices (KIBS) 47Liudmila BagdonienėKnowledge-Intensive Social Services (KISS) 52Benoît DesmarchelierM-Tourism Services 53Stephane Bourliataux-Lajoinie and ArnaudRiviereManagement Consultants: From Pariah toHegemon? 55Matthias KippingThe Many Service Dimensions of Agriculture 59Camal GalloujProfessional Service Firms 64Michael Smets, Jeffrey Peo and Ian RodgersPublic Health Services 65Ida GremyrPublishing and Editing as a Service 66Marie-Pierre VasletTouristic Services 69Rimante HopenieneTransportation and Logistics Services 71Bernd Bienzeisler1.3 Structural change, tertiarizationand marketsDemand-Driven Services 74Zhaohao SunHousehold Services Consumption 77Elena Mañas and Patricia GabaldonInput-Output and Services 80José A. Camacho andMercedes RodríguezMarket Forms in Services 83Henk L. M. KoxProductivity and Performance in Services 88Andres Maroto SanchezServices Economic Growth 92Luis Rubalcaba and Ernesto SolanoServindustrial Economy 96Aku Valtakoski and Javier ReynosoStructural Change and Tertiarization inDeveloping Countries 97Gisela Di Meglio and Jorge Gallego1.4 Services in economic and managementthought: concepts and theoriesAlfred Sauvy, Services and theSpillover Theory 100Camal GalloujAllan Fisher and the Tertiary Sector 101Camal GalloujCircular Economy and Services 102Camal Gallouj and Céline VialaColin Clark and the Generalization of theThree-Sector Model 103Camal GalloujComplex Systems, Risk Economics andServices: Giarini’s Contribution 104Camal GalloujDaniel Bell and the Post-Industrial Society 105Faïz GalloujThe Experience Economy and ServiceExperiences 106Jon SundboFr.d.ric Bastiat and Services 110Jon MurphyThe Functional and Performance Economyin Services 111Walter R. StahelHarry Greenfield and the Focus on ProducerServices 114Camal GalloujHeinrich Storch and “Internal Goods” 115Faïz GalloujIbn Khaldun and the Many Ways to Makea Living 117Camal Gallouj and Faïz GalloujThe Increasing Complexity and the“What-How” Transformation 118Camal GalloujInformation Economy, Knowledge Economy,Intangible and New Economy . . .What Next? 119Camal GalloujJean Fourasti. and the Logic behind theThree-Sector Model 122Camal GalloujJean Gadrey: Characterizing Servicesand Service Relationships 123Camal GalloujJoachim Singelmann: Toward a RefinedClassification of Services 126Camal GalloujJonathan Gershuny and the Self-ServiceSociety 127Faïz GalloujPublic Service Logic 129Stephen P. OsborneQuaternary Sector 133Camal GalloujService-Dominant Logic 134Angeline Nariswari andStephen L. VargoService Ecosystems 137Kaisa Koskela-HuotariService: From Smith to Hill 139Damien BroussolleService Science 142Paul P. MaglioServices and Schumpeter 144Michael PenederThe Three-Sector Model 145Camal GalloujVictor Fuchs and Services 147Camal GalloujWhat did Marx Say on Services? 148Damien BroussoleWilliam J. Baumol and Services 149Benoît DesmarchelierSECTION 2 MANAGING SERVICES,SERVICES IN MANAGEMENT2.1 Organization and operationsBalancing Demand and Capacity in Services 153Patricia Chew and Jochen WirtzCore Services and Peripheral Services 157Faridah Djellal and Camal GalloujCorporate Digital Responsibility (CDR) inServices 158James Tarbit, Nicole Hartley, Werner Kunzand Jochen WirtzDigital Servitization of Manufacturing Firms 162Theoni PaschouFront Office Versus Back Office 163Camal Gallouj and Jean-Claude PacittoLean Management in Services 165Daryl PowellLogistics in Service Organizations 166Gilles PachéLow Cost in Services 169Camal GalloujProduct-Service Systems 172Valérie MathieuPublic-Private Partnerships for ServiceProvision 173Veiko LemberService Blueprint 176Faïz GalloujService Growth in Product Firms 178Christian KowalkowskiService Industrialization 180Uday KarmarkarService Operations 183Richard MettersService Outsourcing: Delineating the Scopeof the Firm 187Bertrand V. QuélinServitization and Advanced Services 192Ahmad Beltagui, Tim Baines,Andreas Schroeder and Ali Ziaee BigdeliServuction Systems 196Muriel JougleuxSmart Product-Service Systems 199Kentaro WatanabeSourcing Business Services 201Wendy van der Valkand Kostas SelviaridisTime and Services 205Camal GalloujWorlds of Production and Performance inServices 207Faïz Gallouj2.2 Service marketing and strategyCommunication in Services 213Ronan DivardConsumer Resistance in Services 216Abdelmajid AmineCustomer Journey 219Asbjørn Følstad andRagnhild HalvorsrudE-servicescape/Cyberscape 220Mark S. Rosenbaum andGermán Contreras RamírezInformation Asymmetry and Uncertainty inService Markets 221Camal GalloujLuxury Service Consumption 223Jonas Holmqvist, Jochen Wirtz andMartin P. FritzeManagement of Franchise Chains inServices 225Rozenn PerrigotMulti/Omni and Cross-Channel Distribution 226Huan Liu and Peter C. VerhoefPositioning a Service 230Ronan DivardPricing in Services 232Frédéric JallatQuality Signaling on Service Markets 236Camal GalloujRanking in Services 239Camal Gallouj and Hind MarzakRelationship Marketing in Services 242Adrian PalmerSatisfaction in Service Experiences 245Elodie Mallor and Sylvie LlosaSelf-Service and Customer Participation 249Audrey Bonnemaizon and Sandrine CadenatService Climate 252Benjamin SchneiderService Failure, Recovery and ComplaintHandling 254Chiara OrsingherService Franchising 257Rozenn PerrigotService Guarantee 259Benedetta CrisafulliService Level Agreement (SLA) 261Gilberto PerezService Quality Models 262Emel YarimogluService Robots and AI in the Frontline 265Stefanie Paluch, Jochen Wirtz andWerner KunzServices and Customer Deviance 269Jean-Baptiste SuquetServicescape 272Mark S. Rosenbaum andGermán Contreras RamírezSocial Franchising 275Rozenn PerrigotStandards and Certifications for Services 276Grete RustenStrategic Alliances of Service Firms 279Brian Tjemkes and Olivier FurrerStrategies for Developing Customer Loyaltyfor Services 282Jochen Wirtz and Patricia ChewUnderstanding Consumer Behavior in theService Encounter 286Jochen Wirtz and Patricia Chew2.3 Employment, HRM in services“Bullshit Jobs”, Service Jobs? 293Camal GalloujCreative Class 294Camal GalloujCustomers as “Partial Employees” ofService Organizations 295Camal Gallouj, Philippe Jourdanand Valérie JourdanEmotional Work and Services 297Employee Empowerment in Services 299Conrad Lashley“Good Jobs vs Bad Jobs”: Dualism inthe Service Labor Market 301Camal GalloujHuman Resource Management (HRM)and Employment in Services 302John R. BrysonHuman Resource Management (HRM)Consultants and Private Personnel Services:Shaping the Labor Market 305Camal GalloujKnowledge Management in ManagementConsultancy 307Szilvia MosonyiPedagogical Servuction in Higher Education 310Catherine Lapassouse MadridProfessional Identity in Services 312Per EcheverriRetaining Business and ProfessionalService Employees 314John R. BrysonService Employment Systems 315Damien BroussolleUp or Out System in Consultancy 317Camal GalloujSECTION 3 INNOVATION IN SERVICES,SERVICES IN INNOVATION3.1 Definitions, concepts, theories andmeasurementAssimilation Approaches to Innovation inServices 322Faïz GalloujThe Assimilation-Demarcation-Integration(ADI) Framework for Innovation in Services 323Faridah DjellalBricolage and Ad Hoc Innovation 325Lars FuglsangCharacteristics-Based Approaches forInnovation in Services 327Paul WindrumDemarcation Approaches to Innovation inServices 331Faïz GalloujInnovations in Smart Service Systems 333Jens Neuhüttler and Walter GanzIntegration Approaches to Innovation inServices 336Faïz GalloujInversion Approaches to Innovation inServices 338Faridah DjellalMeasuring Innovation in Services 339Anna Serena Vergori and Nicola De LisoPublic-Private Innovation Networks inServices (PPINSs) 342Alessandra MarascoPublic Service Innovation Networks (PSINs) 343Faïz Gallouj and Nizar GalloujThe Reverse Product Cycle Model (Barras) 346Faridah DjellalService Innovation in OECD Manuals 347Anthony ArundelServices and Community InnovationSurveys 349Maria SavonaSocial Innovation and Services 351Luis Rubalcaba3.2 Organization and strategy for innovationArtificial Intelligence in Services 356Cristina Mele and Tiziana Russo-SpenaBlockchain and Innovation in Services 359Tiziana Russo-Spena and Cristiana MeleDesign Thinking for Public ServiceInnovation 360Maria Taivalsaari RøhnebækDynamic Capabilities for ServiceInnovation in the Digital Era 361Paulo Antônio Zawislak, Carlai de OliveiraNetto, Rafael Toassi Crispim and GuilhermeFreitas CamboimEmployee Involvement in Service Innovation 363Marit Engen, Lars Fuglsang and TiinaTuominenFablabs and Hackerspaces and Innovationin Services 365Laure MorelGlobal and National Cooperation in ServiceInnovation 366Xavier VenceIntellectual Property Rights and ServiceInnovation 367Doris SchartingerIntrapreneurship in Services 371Jon SundboLiving Labs for Service Innovation 372Lars FuglsangNew Service Development: Key Conceptsand Performance Drivers 375Bo Edvardsson and Bård TronvollPractice-Based Innovation in Services 379Marja ToivonenQuality Standards and Innovation in Services 382Christiane HippR&D in Services 383Jari Kuusisto and Liting Selina LiangService Design and Innovation 386Birgit MagerService Innovation and Ethics andSocietal Issues 388Jacob Dahl RendtorffSocial Entrepreneurship and ServiceInnovation 391Ada Scupola“Up or Out” System and Innovation inConsulting Firms 393Camal GalloujUser/Consumer-Based Innovationin Services 395Olivier Furrer, Mikèle Landry,Chloé Baillod, Rodoula Tsiotsou andBen Liu3.3 Sectoral approaches to innovationin servicesThe “Retail Accordion” Model of Hollander 401Camal GalloujThe “Big Middle” Model of Innovation andChange in Retailing 403Camal GalloujCreative Innovation in GastronomyServices 404Cheryl Marie Cordeiro and Jaap W. van HalDigital Transformation in the PublicSector 406Noella Edelmann, Nathalie Haugand Ines MergelInnovation and Knowledge Management inConsultancy Services 408Faridah DjellalInnovation in Financial Services 409Anne-Laure MentionInnovation in Health Services 414José Luis Navarro EspigaresInnovation in Insurance Services 418Antonio CovielloInnovation in KIBS 420David Doloreux, Richard Shearmurand Gabriel BaldassarriInnovation in Postal Services 424Bernhard BukovcInnovation in Professional Service Firms 427Michael Smets, Ian Rodgers andJeffrey PeoInnovation in Restaurants 428Craig LeeInnovation in Social Services 429Andreas Langer and Simon GüntnerInnovation in Tourism and Hospitality 432Anne-Mette HjalagerInnovation in Transportation 434Stephan MüllerKIBS in Innovation Systems 439Ian Miles“Local” Theories and Models of Innovationin Retailing 445Camal GalloujOpen Banking Services 448Gilberto PerezPlatforming: A Logistical ServiceInnovation 449Gilles PachéPublic Service Innovation 452Antonello ZanfeiService Innovation in Construction 457Jan BröchnerService Innovation in Manufacturing Firms 458Lars WitellThe “Wheel of Retailing” Model 461Camal GalloujSECTION 4 SERVICES TRADE,SERVICES SPACES4.1 Services: an international perspectiveCloud-Based Services, Digital Platformsand Internationalization 466John R. BrysonThe COVID-19 Shock and Services Trade 467Anirudh ShingalDigital Services in the Food and AgricultureSectors of Developing Countries 468Heike BaumüllerThe General Agreement on Trade inServices: A Work in Progress 470Jean PhilippeGlobal Supply Chains: The Fragility ofDelivery Service 472Gilles PachéGravity Models and Trade in Services 474Peter M. SmithIndian Software Services 476Anthony P. D’CostaInternational Branding in Services 477Mbaye Fall DialloInternational Trade and Services 479Mercedes Rodríguez andJosé A. CamachoInternationalization of Higher Education 481Jane KnightInternationalization of ManagementConsultancy 483Johannes GlücklerInternationalization of Services inEmerging Countries 486Cristina Castro-LucasKnowledge Services Offshoring 488Kristin Brandl and Michael MolM-Services in Developing Countries 489Stephane Bourliataux-Lajoinieand Arnaud RivièreMedical Tourism 490Marina GregoricMultinational Service Firms 492Peter EnderwickPeer-to-Peer Sharing Platforms, from Giftsto International Exchanges 493Daisy BertrandThe Role of Standards for Trade in Services 495Knut BlindService Innovation in Developing Countries 499Diego Aboal and Luis RubalcabaService Offshoring 502Jean Philippe and Pierre-Yves LéoService Trade, Gender and Policies 503Pierre SauvéServices in Developing Countries 506Eduardo Raupp de VargasServices in the Balance of Payments 509Damien BroussolleServices Internationalisation 511Jean Philippe and Pierre-Yves LéoServices SMEs and International Trade 513Hildegunn Kyvik Nordås4.2 Services: regional and local perspectivesCity as a Service 517Anna ViljakainenCoworking, Third Places and LocalDevelopment 518Christine LiefoogheE-Services in Urban Areas 521Tommi InkinenThe Geography of KIBS 522Richard Shearmur and David DoloreuxIntra-Urban Localization of Services 524Lars WintherLast Mile Delivery Services 525Emel AktasLocal Intensive Business Services (LIBS) 526Magali TalandierService Location and Retail Location 529Jerome BarayServices and Urban Centers 534Jean Philippe and Pierre-Yves LéoServices Geography 536Bernadette Mérenne-SchoumakerServices in Regional Development:From Followers to Engines 538Camal GalloujServices: Engine of Urban EconomicGrowth 540Jean Philippe and Pierre-Yves LéoSECTION 5 SOCIETAL CHALLENGES ANDPUBLIC POLICY5.1 Societal challenges for servicesActive Mobility Services 544Silvia Stuchi and Sonia PaulinoBase of the Pyramid (BoP) Service Research 547Karla Cabrera, Ana Valdés andJavier ReynosoCapturing the Value of Public Services 549Kirsi HyytinenCare Society, Care Services 552Pascale MolinierChinese Culture and its Impacts on theService Economy 554Sen Bao and Marja ToivonenCultural Differences and Services 556Olivier FurrerElderly Care Services in the Future:The Role of Technology 559Hannamaija Tuovila,Kentaro Watanabe and Kirsi HyytinenGreen Platforms Services forSustainability 560Andreas Pyka and Lea F. StöberIntegration Services for Refugees 564Klara FotiIslamic Financial Services 565Eddy S. FangIslamic Touristic Services 570Camal GalloujNew Services for Elderly People in Europe 574Christian Bourret and Thérèse DepeyrotResilience and Renewal through ImposedService Innovation 576Kristina HeinonenRetail Services and Aging Consumers 577Camal GalloujScience Museums as Educational Services 581José Aureliano Martín Segura andCésar Pérez LópezService and “Servitude” 581Isabel Pedraza-AcostaService and Aging 584Samuel GuillemotServices and Religion 588Camal GalloujService Inclusion 593Rolf RønningServices and Environment (Greening) 596Brita Hermelin and Patrik StrömServices and the Environmental KuznetsCurves 600Benoît DesmarchelierServices Sector in Conflict Regions 601Rabeh MorrarSexual Services and Escorts 604Camal GalloujStreet Services: Street Vendors and ServiceProviders 609Camal GalloujThe Sustainability of Logistics andTransportation Services 612Corinne Blanquart andThomas ZeroualWomen and Services 614Heike Jacobsen5.2 Public policy for servicesBig Data Services and Policy Making 619Luis Rubalcaba, Leticia Rubalcabaand Aarre LaaksoCompetition Policy 621Luis RubalcabaDeregulation in Services Network Industrieswithin the European Union 623Damien BroussolleEducational Services and Policies:Towards a System Approach 625Oscar Montes PinedaEmployment Policies in the Services Sector 626Raquel LlorenteEntrepreneurship Policies for Public Libraries 628Varun Gupta, Chetna Gupta and LeandroPereiraGlobal Services Skills Policies 630Javier Peña CapobiancoGood Practices in Promoting FDIin Services 632Roberto EchandiPolicies for Blockchain Adoption inEducation 635Varun Gupta, Chetna Gupta and LeandroPereiraPolicies for Co-Creation in PublicAdministrations 636Francesco MuredduPolicies for Digital Transformationin Services 639David GagoPolicies for Distributive Trades Services 640Javier CasaresPolicies for Health Services 641Manuel García-GoñiPolicies for Innovation in thePublic Sector 642Eran Vigoda-GadotPolicies for Knowledge-Intensive BusinessServices 647Luna Leoni and Urko Lopez OdriozolaPolicies for Public-Private InnovationNetworks 650K. Matthias Weber andBernhard DachsPolicies for Service Innovation inDeveloping Countries 652Luis Rubalcaba and Diego AboalPolicies for Services Innovation inEnterprises 653Luis Rubalcaba and José FrancoPolicies for Services Integration inGlobal Value Chains 657Nanno MulderPolicy Barriers to Trade in Services andtheir Impact 659Martin RoyPolicy for Services Statistics in a Digitaland Borderless Economy 660Diego Aboal and Luis RubalcabaPublic Policies for Digital Co-Creationin Public Services 662Noella Edelmann and Francesco MuredduPublic Policies for Service Quality 663Luis Rubalcaba and Aarre LaaksoPublic Policy and Sustainable Service-Oriented Business Model Innovation 666Alberto PeraltaRegional Policies and the ServicesSector 668Rubén Garrido-Yserte andMaría-Teresa Gallo-RiveraRegulation in Services 669Henk L. M. KoxRegulation of False Self-Employmentin Services 673Anita WölflServices-Related Policies: An OverallFramework 675Luis RubalcabaServices Trade Policy 677Matteo Fiorini and Bernard HoekmanThe Single Market and the ServicesDirective 679Damien BroussolleTourism Policies 681Francisco J. Navarro-MenesesIndex 685