Traditional service sectors encompass a wide variety of industries ranging from transportation, retail and healthcare to entertainment, banking, and insurance. As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems.
This seminal reference considers Service Science to be the study of value co-creation, and finds abundant common elements and themes, common concerns and approaches that converge on this central, real-world phenomena. __Handbook of Service Science__ takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research.
__Handbook of Service Science__ provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
List of contributors includes:
Melissa A. Akaka.- John Bailey.- Guruduth Banavar.- Rahul C. Basole.- William J. Baumol.- Gaurav Bhalla.- Mary Jo Bitner.- Jeannette Blomberg.- David E. Bowen.- John R. Bryson.- Richard B. Chase.- Henry Chesbrough.- Eng K. Chew.- Daniel Connors.- Peter W. Daniel.- Andrew Davies.- Faridah Djellal.- Bo Edvardsson.- Shelley Evenson.- Ray P. Fisk.- Faïz Gallouj.- Susanne Glissmann.- Robert J. Glushko.- Michael Gorma.- Michael Gregory.- Dwayne D. Gremler.- Steve J. Grove.- Gerhard, Gudergan.- Evert Gummesson.- Anders Gustafsson.- Alan Hartman.- James L. Heskett.- Kazuyoshi Hidaka.- Barbara Jones.- Uday S. Karmarkar.- Per Kristensson.- Robert F. Lusch.- Linda Macaulay.- Richard Metters.- Ian Miles.- Aleksandra Mojsilovic.- Claire Moxham.- Rogelio Oliva.- Lakshmish Ramaswamy.- Guangjie Ren.- William B. Rouse.- Roland T. Rust.- Scott E. Sampson.- Pamela Samuelson.- Jorge Sanz.- W. Earl Sasser Jr.- Benjamin Schneider.- Carl J. Schramm.- John D. Sterman.- Stephen L. Vargo.- Lars Witell.- Valarie Zeithaml.- Anatoly Zherebtsov

lgrsnf/A:\compressed\10.1007%2F978-1-4419-1628-0.pdf

nexusstc/Handbook of Service Science/8972e7a5e40a1112ac31762b32dd4e2b.pdf

scihub/10.1007/978-1-4419-1628-0.pdf

zlib/Business & Economics/Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer (auth.), Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer (eds.)/Handbook of Service Science_2100955.pdf

Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer, editors; foreword by Carl. J. Schramm and William J. Baumol

Maglio, Paul P.; Kieliszewski, Cheryl A.; Spohrer, James C.

Andreas Reichenbach; Andreas Bringmann

Service science. Research and innovation in the service economy, New York, New York State, 2010

Service science : research and innovations in the service economy, New York, 2010

Service science, New York ; London, ©2010

United States, United States of America

Springer Nature, New York, 2010

2010, 2010-05-04

2010, FR, 2010

sm18648739

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Includes bibliographical references and index.

Front Matter....Pages i-xxvii
Front Matter....Pages 9-9
Introduction....Pages 1-8
Front Matter....Pages 9-9
Revisiting “Where Does the Customer Fit in a Service Operation?”....Pages 11-17
The Service Profit Chain....Pages 19-29
Winning the Service Game....Pages 31-59
Customer Equity....Pages 61-78
Service Worldsservice worlds ....Pages 79-104
Front Matter....Pages 105-105
The Unified Service Theory....Pages 107-131
Advancing Service Scienceservice science with Service-Dominant Logicservice-dominant logic ....Pages 133-156
Toward a Science of Service Systems....Pages 157-194
Front Matter....Pages 195-195
Technology’s Impact on the Gaps Model of Service Quality....Pages 197-218
Seven Contexts for Service System Design....Pages 219-249
Business Architectures for the Design of Enterprise Service Systems....Pages 251-282
A Service Practice Approach....Pages 283-305
Front Matter....Pages 307-307
The Neglect of Service Scienceservice science in the Operations Management Field....Pages 309-319
Death Spirals and Virtuous Cycles....Pages 321-358
Service Scienceservice science ....Pages 359-385
Service Engineering....Pages 387-415
Front Matter....Pages 417-417
The Industrializationindustrialization of Information Services....Pages 419-435
Workforce Analytics for the Services Economy....Pages 437-460
Understanding Complex Product and Service Delivery Systems....Pages 461-480
Front Matter....Pages 417-417
A Formal Model of Service Delivery....Pages 481-507
Front Matter....Pages 509-509
Service Innovationinnovation ....Pages 511-533
InnovationInnovation in Services and EntrepreneurshipEntrepreneurship ....Pages 535-559
Service Innovationservice innovation and Customer Co-development....Pages 561-577
Advancing Services Innovation service innovation ....Pages 579-601
Front Matter....Pages 603-622
The Future of Service Is Long Overdue....Pages 623-623
The Evolution and Future of Service....Pages 625-642
Trading zones, Normative Scenarios, and Service Scienceservice science ....Pages 643-663
The Cambridge-IBM SSMESSME White Paper Revisited....Pages 665-675
Service Scienceservice science , Management, and Engineering SSME (SSME) in Japan....Pages 677-706
Innovationinnovation and Skills....Pages 707-715
Back Matter....Pages 717-736
....Pages 737-758

2013-08-01