References on Service and Support

Suggestions have been made for me to recommend books on the topic of service and support. Of course there are many written on the subject; however, most of these books tend to be focused on consumer related industries such as hospitality, restaurants, and personal care services which focuses primarily on either services marketing or customer service, not both.  Furthermore, some do not provide a holistic perspective on how to build, operate, or grow a profitable services business.  

Unfortunately, there are only a handful that deal with service in product related or high-tech manufacturing business.  The two books that come to my mind are Managing Service as  A Strategic Profit Center and Managing High Tech Service Using a CRM Strategy.   Both of these books were written by my late father, Donald F. Blumberg.  Although these were published in 1991 by McGraw Hill and 2003 by CRC Press respectively, the  content is still quite valuable and relevant to today’s high-tech service and support organizations. To those reading this blog, you are probably interested in learning more about recent publications.

Given my interest and experience in all things service related, I began to research and identify books published in the last 3-5 years on the topic of service and support.  What interested me most were those that provided a holistic or strategic perspective on service management as opposed to those that focused solely on one aspect, like customer service.  On top of this interest was to also find publications distributed by the commercial book trade which helped me to learn those publishers who are willing to invest in authors writing on the topic of service and support.   While my research was not exhaustive by any stretch of the imagination, I was surprised to learn there are not many books published on this subject by the commercial trade. My view is that they are clearly missing a large and growing market opportunity.

A description of a few books that match my search criteria are found below:

Made to Serve: How Manufacturers can Compete Through Servitization and Product Service Systems

By Timothy Baines and Howard Lightfoot

Publisher – John Wiley Sons, Apr 9, 2013 – Business & Economics – 272 pages

Made to Serve provides readers with a framework for determining the feasibility of adopting a services-led competitive strategy, along with strategies for designing and implementing the kinds of service offerings customers expect when they purchase technology.

Designing & Managing Industrial Product Service Systems

By Petri Helo, Angappa Gunasekaran and Anna Rymaszewska

Publisher – Springer International Publications, Aug 27, 2016 – Business & Economics – 101 pages

This book analyzes how companies can manage the transition from products to services. Examines the role of marketing and operations strategy, and how actual service delivery takes place. It also considers the pricing decisions that need to be made when moving from a product focused model to a service oriented model.

Profiting from Services and Solutions: What Product-Centric Firms Need to Know

By Valarie A. Zeithaml and Stephen W. Brown Business

Publisher – Expert Press, Aug 15, 2014 – Business & Economics – 132 pages

This book is written for executives in companies that manufacture or sell products.  The authors provide a framework for how a manufacturing company can transition from selling products to services and solutions. 

I do hope you can find the time to read these books and perhaps provide us with your feedback.  If you are interested, we’d be happy to publish a 500 -850 word book review from this blog site.  Also, please feel free to recommend any other books you think your peers in service and support might be interested in reading. 

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