Handbook of service science
著者
書誌事項
Handbook of service science
（Service science : research and innovations in the service economy）
Springer, c2010-
- [v. 1]
- v. 2
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注記
Editors of v. 2: Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer, Kelly Lyons, Lia Patrício, Yuriko Sawatani
Includes bibliographical references
内容説明・目次
- 巻冊次
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[v. 1] ISBN 9781441916273
内容説明
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.
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.
目次
Context: Origins.- Revisiting "Where Does the Customer Fit in a Service Operation?".- The Service Profit Chain.- Winning the Service Game.- Customer Equity.- Service Worldsservice worlds .- Context: Theory.- The Unified Service Theory.- Advancing Service Scienceservice science with Service-Dominant Logicservice-dominant logic .- Toward a Science of Service Systems.- Research and Practice: Design.- Technology's Impact on the Gaps Model of Service Quality.- Seven Contexts for Service System Design.- Business Architectures for the Design of Enterprise Service Systems.- A Service Practice Approach.- Research and Practice: Operations.- The Neglect of Service Scienceservice science in the Operations Management Field.- Death Spirals and Virtuous Cycles.- Service Scienceservice science .- Service Engineering.- Research and Practice: Delivery.- The Industrializationindustrialization of Information Services.- Workforce Analytics for the Services Economy.- Understanding Complex Product and Service Delivery Systems.- A Formal Model of Service Delivery.- Research and Practice: Innovation.- ServiceInnovationinnovation .- InnovationInnovation in Services and EntrepreneurshipEntrepreneurship .- Service Innovationservice innovation and Customer Co-development.- Advancing Services Innovation service innovation .- What Effects Do Legal law/legal Rules Have on Service Innovation innovation ?.- Future.- The Future of Service Is Long Overdue.- The Evolution and Future of Service.- Trading zones, Normative Scenarios, and Service Scienceservice science .- The Cambridge-IBM SSMESSME White Paper Revisited.- Service Scienceservice science , Management, and Engineering SSME (SSME) in Japan.- Innovationinnovation and Skills.
- 巻冊次
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v. 2 ISBN 9783319985114
内容説明
The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context.
The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today's new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume.
The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems-On the Nature of Service Interactions; 3) Service Ecosystems-On the Broad Context of Service; 4) Challenges-On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society.
Handbook of Service Science, Volume II offers a thorough 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.
目次
1 Introduction: Why Another Handbook?.- 2 Service Timing: Designing and Executing Service in a Dynamic Environment.- 3 Designing Service Systems to Enhance Perceived Decision Control.- 4 The Sequence of Service: An Affect Perspective to Service Scheduling.- 5 Customer Adoption of AI in Service Encounters.- 6 Optimal Structure of Experiential Services: Review and Extensions.- 7 A Human-centered, Multidisciplinary, and Transformative Approach to Service Science: A Service Design Perspective.- 8 Emerging Design Research Themes: A Research Review from Design, Service, and Management Studies.- 9 High-tech vs. High Touch Service Design in Healthcare: A Case for Considering the Emotional Biorhythm of the Patient in Technology Interventions.- 10 Customer Experience Analytics: Dynamic Customer-Centric Model.- 11 The Future of Service Systems: From Synergetics to Multi-Sided Platforms.- 12 Using Employees' Collective Intelligence for Service Innovation: Theory and Instruments.- 13 A Multilayer Framework for Service System Analysis.- 14 People and Social Interaction: Drivers of Service Innovation.- 15 Queues in Service Systems: Some Unusual Applications.- 16 Clarifying the Concept of Smart Service Systems.- 17 Exploring the Journey to Services.- 18 Digital Workers in Nested, Networked Holistic Service Systems: A New Workplace Culture from a Service Science Perspective.- 19 Visualizing and Improving Service Processes with PCN Analysis.- 20 Value-in-Context: An Exploration of the Context of Value and the Value of Context.- 21 On the Evolution of Service Ecosystems: A Study of the Emerging API Economy.- 22 Institutionalization Process of Service Innovation: Overcoming Competing Institutional Logics in Service Ecosystems.- 23 Innovation in Sociomaterial Practices. The Case of IoE in The Healthcare Ecosystem.- 24 Toward the Service Science of Education.- 25 Leveraging Big Data Platform Technologies and Analytics to Enhance Smart City Mobility Services.- 26 Population Health as a Network of Services: Integration of Health, Education, and Social Services.- 27 Incremental and Radical Service Innovation in Healthcare.- 28 Further Advancing Service Science with Service-Dominant Logic: Service Ecosystems, Institutions, and their Implications for Innovation.- 29 On the Ethical Implications of Big Data in Service Systems.- 30 Service-Dominant Logic: Inward and Outward Views.- 31 Service Economies and Complexity.- 32 A Perspective on the Field of Service Science.- 33 Embedding Humans into Service Systems Analysis: The Evolution of Mathematical Thinking about Services.- 34 The Demolition of Service Scientists' Cultural-boundaries.- 35 Capturing Value in the Service Economy.- 36 Service as Intersubjective Struggle.
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