Ebook: Handbook of Service Science

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

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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.- Fa?z 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

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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.- Fa?z 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

Content:
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
Front Matter....Pages 79-104
The Unified Service Theory....Pages 105-105
Toward a Science of Service Systems....Pages 107-131
Front Matter....Pages 133-156
Technology’s Impact on the Gaps Model of Service Quality....Pages 157-194
Seven Contexts for Service System Design....Pages 195-195
Business Architectures for the Design of Enterprise Service Systems....Pages 197-218
A Service Practice Approach....Pages 219-249
Front Matter....Pages 251-282
Death Spirals and Virtuous Cycles....Pages 283-305
Service Engineering....Pages 307-307
Front Matter....Pages 309-319
Workforce Analytics for the Services Economy....Pages 321-358
Understanding Complex Product and Service Delivery Systems....Pages 359-385
Front Matter....Pages 387-415
A Formal Model of Service Delivery....Pages 417-417
Front Matter....Pages 419-435
Front Matter....Pages 437-460
The Future of Service Is Long Overdue....Pages 461-480
The Evolution and Future of Service....Pages 417-417
Back Matter....Pages 481-507
....Pages 509-509