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Recognizing the growing significance of service innovation in the global economy, many in academia and industry have suggested that there is a need for a new science of service systems whose chief goal is the development of efficient and scalable methods for service system analysis, design, implementation, and delivery. This issue presents 14 papers on a variety of aspects of service science, management, and engineering in an effort to help define and promote research in this emerging multidisciplinary field.
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Message from the Senior Vice President, Global Business Services
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Ginni Rometty
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Preface
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P. P. Maglio, J. Spohrer, D. I. Seidman, and J. J. Ritsko
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p. 3
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Toward a science of service systems
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Toward a conceptual foundation for service science: Contributions from service-dominant logic
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R. F. Lusch, S. L. Vargo, and G. Wessels
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p. 5
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Designing a service science discipline with discipline
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R. J. Glushko
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p. 15
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Service science: Catalyst for change in business school curricula
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M. M. Davis and I. Berdrow
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p. 29
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Service science: At the intersection of management, social, and engineering sciences
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R. C. Larson
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p. 41
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Value-creation in service systems
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Complexity of service value networks: Conceptualization and empirical investigation
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R. C. Basole and W. B. Rouse
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p. 53
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Service system fundamentals: Work system, value chain, and life cycle
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S. Alter
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p. 71
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Estimating value in service systems: A case study of a repair service system
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N. S. Caswell, C. Nikolaou, J. Sairamesh, M. Bitsaki, G. D. Koutras, and G. Iacovidis
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p. 87
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BEAM: A framework for business ecosystem analysis and modeling
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C. H. Tian, B. K. Ray, J. Lee, R. Cao, and W. Ding
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p. 101
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Studies of service systems
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Patterns of innovation in service industries
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I. Miles
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p. 115
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Business services as communication patterns: A work practice approach for analyzing service encounters
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R. J. Clarke and A. G. Nilsson
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p. 129
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Legal research topics in user-centric services
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O. Pitkänen, P. Virtanen, and J. Kemppinen
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p. 143
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Managed service paradox
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N. Leon and A. Davies
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p. 153
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Improving service delivery through integrated quality initiatives: A case study
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J. Hickey and J. Siegel
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p. 167
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Predicting customer choice in services using discrete choice analysis
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R. Verma, G. R. Plaschka, B. Hanlon, A. Livingston, and K. Kalcher
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p. 179
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