Handbook of Service Science

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

• ISBN13: 9781441916273
• ISBN10: 144191627X
• Edition: 1st
• Format: Hardcover
• Copyright: 2010-05-04
• Publisher: Springer Nature

Summary

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.

Table of Contents

Foreword	p. ix
Preface	p. xiii
Contributors	p. xv
Introduction: Why a Handbook?	p. 1
Context: Origins
Revisiting "Where Does the Customer Fit in a Service Operation?" Background and Future Development of Contact Theory	p. 11
The Service Profit Chain: From Satisfaction to Ownership	p. 19
Winning the Service Game: Revisiting the Rules by Which People Co-Create Value	p. 31
Customer Equity: Driving the Value of the Firm by Increasing the Value of Customers	p. 61
Service Worlds: The 'Services Duality' and the Rise of the 'Manuservice' Economy	p. 79
Context: Theory
The Unified Service Theory: A Paradigm for Service Science	p. 107
Advancing Service Science with Service-Dominant Logic: Clarifications and Conceptual Development	p. 133
Toward a Science of Service Systems: Value and Symbols	p. 157
Research and Practice: Design
Technology's Impact on the Gaps Model of Service Quality	p. 197
Seven Contexts for Service System Design	p. 219
Business Architectures for the Design of Enterprise Service Systems	p. 251
A Service Practice Approach: People, Activities and Information in Highly Collaborative Knowledge-based Service Systems	p. 283
Research and Practice: Operations
The Neglect of Service Science in the Operations Management Field	p. 309
Death Spirals and Virtuous Cycles: Human Resource Dynamics in Knowledge-Based Services	p. 321
Service Science: A Reflection from Telecommunications Service Perspective	p. 359
Service Engineering: Multiperspective and Interdisciplinary Framework for New Solution Design	p. 387
Research and Practice: Delivery
The Industrialization of Information Intensive Services	p. 419
Workforce Analytics for the Services Economy	p. 437
Understanding Complex Product and Service Delivery Systems	p. 461
A Formal Model of Service Delivery	p. 481
Research and Practice: Innovation
Service Innovation	p. 511
Innovation in Services and Entrepreneurship: Beyond Industrialist and Technologist Concepts of Sustainable Development	p. 535
Service Innovation and Customer Co-development	p. 561
Advancing Services Innovation: Five Key Concepts	p. 579
What Effects Do Legal Rules Have on Service Innovation?	p. 603
Future
The Future of Service Is Long Overdue	p. 625
The Evolution and Future of Service: Building and Broadening a Multidisciplinary Field	p. 643
Trading Zones, Normative Scenarios, and Service Science	p. 655
The Cambridge-IBM SSME White Paper Revisited	p. 677
Service Science, Management, and Engineering in Japan	p. 707
Innovation and Skills: Future Service Science Education	p. 717
Author Index	p. 737
Subject Index	p. 755
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