This book investigates how digitalization and service infusion are changing service provision and the customer experience. It highlights the central role of service management and service innovation in making these changes not only appear in theory but also implementing them in business practice. At the beginning of the 21st century, many manufacturing firms struggled to exploit the financial potential of service businesses, a phenomenon described as the service paradox. While many manufacturing firms are still struggling with this paradox, several firms (both service and manufacturing firms) are simultaneously struggling with digitalization. This phenomenon can be viewed as the digitalization paradox, i.e., as a situation in which companies invest in digitalization but struggle to reach the expected revenue growth. By applying the lens of service innovation to digitalization and service infusion, the book showcases how firms can overcome the service and digitalization paradoxes, transform service provision, and improve the customer experience. It offers comprehensive coverage, blending literature reviews, conceptualizations, empirical illustrations, and case studies to offer a multifaceted perspective on corporate strategies, illuminating pathways to address the challenges posed by the service and digitalization paradoxes.

Research shows that when accessing and retaining work, and when seeking promotion, disabled people often face discrimination and disadvantage that can be unlawful. Obtaining a remedy is no easy matter as, although access to justice and a fair public hearing are key human rights, disabled claimants often face barriers in Employment Tribunals.

Narcissism is considered a widespread phenomenon at leadership levels, where it is represented disproportionately compared to the general population. Furthermore, younger emerging (leadership) talents exhibit significantly higher levels of narcissism than older generations have shown to date. At the same time, traits of the Dark Triad (narcissism, machiavellianism, and psychopathy) often do not occur in isolation, but rather in combination. For this reason, companies should rethink their personnel selection, management, and development practices today. This analysis will therefore highlight the characteristics and behavior patterns of ruthless individuals from the Dark Triad, as well as possible approaches for intervention and prevention.

This book provides a comprehensive review of the major theories underlying the diagnosis of borderline personality disorder. All theories discussed are supported by the latest empirical evidence, and provide the basis for clinicians to develop effective treatments. Acknowledged as a disorder that is particularly difficult to treat, this volume offers a breadth of background on borderline personality disorder that will be highly relevant to academics, researchers and clinicians alike.