摘要：Service management is not a well-delineated concept. It is, however, used more and more by academics as well as by practitioners. Conferences on service management are arranged, books with the phrase service management as part of the title are published and academic courses called service management are developed. Service management is inevitably establishing itself as a recognized field. However, it is understandable that an outside observer easily feels confused when confronted with the concept. The purpose of this article is to discuss how service management emerged, what it is, and what contributions it offers to management research and practice
