Description
Book SynopsisCollege graduates need to gain new skills to thrive in a service business environment. Compiled by an editorial board of specialists in the various areas and edited by a best-selling author, Introduction to Service Engineering is the ideal textbook as well as reference for professionals interested in service engineering.
Table of ContentsPreface vi
Contributor viii
I Introduction 1
1 Service Science: Toward a Smarter Planet 3
J. Spohrer and P. P. Maglio
2 A Unified Service Theory 31
S. E. Sampson
3 Work in the Service Economy 48
J. Blomberg
II Service Enterprises 71
4 Development of Hybrid Solutions—A Challenge for Organizations in a Competitive Environment 73
K. J. Zink, T. Baudach, and M. Kramp
5 Enterprise Value Creation in the Global Service Economy 100
A. Herman
6 Architecture of Service Organizations 109
M. Cases, D. A. Bodner, and B. Mutnury
7 Service Enterprise Modeling 135
Y. Yih and A. Chaturvedi
8 Applying the Methods of Systems Engineering to Services Engineering 159
M. R. Mott
III Service Design 177
9 Customer-Centered Design of Service Organizations 179
W. Karwowski, G. Salvendy, and T. Ahram
10 Design of Service-Oriented Architecture (SOA) 207
L.-J. Zhang and F. Bernardini
11 Design of Collaborative e-Service Systems 227
H. S. Ko and S. Y. Nof
12 New Service Development Process 253
K. J. Kim and T. Meiren
13 A Methodology for Designing Services: A Modeling Method, Design Method, CAD Tool, and Their Industrial Applications 268
T. Sakao, E. Sundin, M. Lindahl, and Y. Shimomura
IV Service Operations 295
14 Service Operations and Management 297
S. McLaughlin
15 A Service Perspective of Marketing, Operations, and Value Creation 316
M. A. Akaka, S. L. Vargo, and R. F. Lusch
16 Service Processes 338
P. Lillrank
17 Service Call Centers: Design and Operation 365
R. Feinberg and C. Briggs
V Customer Service and Service Quality 379
18 Lean Service 381
F. Voehl and A. Elshennawy
19 Designing for Service: Creating an Experience Advantage 403
S. Evenson and H. Dubberly
20 Complaint Management 414
B. Stauss and W. Seidel
21 Integrating Service Quality and Human Factors 433
C. Drury
VI Web Services 445
22 Designing Web-Based Services 447
N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis
23 Web Service Technology 488
C. Pautasso
24 The Development of Web-Based Services 502
N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis
25 Global e-Organization 533
N. Dholakia and R. R. Dholakia
VII Innovation in Service Systems 545
26 The Evolution of Service Engineering—Toward the Implementation of Designing Integrative Solutions 547
H. Luczak and G. Gudergan
27 Managing Service Innovation 576
J. Tidd and F. Hull
28 Streamlining the Delivery of Complex SOA Solutions with Global Resources 602
K. Ratakonda, Y.-M. Chee, D. Oppenheim, and F. Bernardini
29 Technology Transfer Streams in Service Industry 621
W. M. Grudzewski and I. K. Hejduk
Index 645
