{"product_id":"service-science-9781118108239","title":"Service Science","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eFeatures coverage of the service systems lifecycle, including service marketing, engineering, delivery, quality control, management, and sustainment\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eFeaturing an innovative and holistic approach, Service Science: \u003ci\u003eThe Foundations of Service Engineering and Management\u003c\/i\u003e provides a new perspective of service research and practice. The book presents a practical approach to the service systems lifecycle framework, which aids in understanding and capturing market trends; analyzing the design and engineering of service products and delivery networks; executing service operations; and controlling and managing the service lifecycles for competitive advantage. \u003c\/p\u003e\u003cp\u003eUtilizing a combined theoretical and practical approach to discuss service science, \u003ci\u003eService Science: The Foundations of Service Engineering and Management features:\u003c\/i\u003e \u003c\/p\u003e\u003cul\u003e \u003cli\u003eCase studies to illustrate how the presented theories and design principles are applied in practice to the definitions of fundamental servi\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eForeword xiii\u003cbr\u003e\u003ci\u003eJames C. Spohrer\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eForeword xv\u003cbr\u003e\u003ci\u003eRichard C. Larson\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003ePreface xix\u003c\/p\u003e \u003cp\u003eAcknowledgments xxv\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1. Evolving and Holistic View of Service 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e1.1 What is Service? 1\u003c\/p\u003e \u003cp\u003e1.2 Different Perspectives on Service 4\u003c\/p\u003e \u003cp\u003e1.3 The Lifecycle of Service 5\u003c\/p\u003e \u003cp\u003e1.4 Service Encounters Throughout the Lifecycle of Service 8\u003c\/p\u003e \u003cp\u003e1.5 The Economic Globalization 14\u003c\/p\u003e \u003cp\u003e1.6 The Evolving and Holistic View of Service 20\u003c\/p\u003e \u003cp\u003e1.7 Summary 29\u003c\/p\u003e \u003cp\u003eReferences 29\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2. Definition of Service 32\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e2.1 From Manufacturing to Service: The Economic Shift 33\u003c\/p\u003e \u003cp\u003e2.2 Total Service Lifecycle: The Service Provider’s Perspective 44\u003c\/p\u003e \u003cp\u003e2.3 A Service Definition for This Book 52\u003c\/p\u003e \u003cp\u003e2.4 Final Remarks 58\u003c\/p\u003e \u003cp\u003eReferences 58\u003c\/p\u003e \u003cp\u003e\u003cb\u003e3. The Need for the Science of Service 61\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e3.1 A Brief Review of the Evolution of Service Research 62\u003c\/p\u003e \u003cp\u003e3.2 Service as a Process of Transformation 64\u003c\/p\u003e \u003cp\u003e3.3 Formation of Service Encounters Networks 67\u003c\/p\u003e \u003cp\u003e3.4 Inherent Nature of Sociotechnical Service Systems 71\u003c\/p\u003e \u003cp\u003e3.5 Digitalization of Service Systems 74\u003c\/p\u003e \u003cp\u003e3.6 An Innovative Approach to Developing Service Science 79\u003c\/p\u003e \u003cp\u003e3.6.1 Service Value Chains in the Service Encounter Perspective 79\u003c\/p\u003e \u003cp\u003e3.6.2 A Systemic and Lifecycle Approach to Exploring Service 83\u003c\/p\u003e \u003cp\u003eReferences 88\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4. Service Science Fundamentals 92\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e4.1 The Fundamental Laws of Service: A Systemic Viewpoint 93\u003c\/p\u003e \u003cp\u003e4.1.1 Newton’s Three Laws of Motion 94\u003c\/p\u003e \u003cp\u003e4.1.2 The Three Fundamental Laws of Service: The Newtonian Approach 96\u003c\/p\u003e \u003cp\u003e4.1.3 A Systemic View of the Fundamental Laws of Service 99\u003c\/p\u003e \u003cp\u003e4.2 The Service Encounter Sociophysics 104\u003c\/p\u003e \u003cp\u003e4.2.1 The Service Encounter Dynamics of a Service System 105\u003c\/p\u003e \u003cp\u003e4.2.2 The Laws of Service for Service Encounters 108\u003c\/p\u003e \u003cp\u003e4.2.3 Service as a Value Cocreation Process: From SMART to SMARTER 111\u003c\/p\u003e \u003cp\u003e4.3 Service Science: A Promising Interdisciplinary Field 115\u003c\/p\u003e \u003cp\u003e4.4 Final Remarks 122\u003c\/p\u003e \u003cp\u003eReferences 123\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5. Organizational and IT Perspectives of Service Systems and Networks 127\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e5.1 Service as an Offering of a Service System 129\u003c\/p\u003e \u003cp\u003e5.1.1 Service Business Strategy and Planning 132\u003c\/p\u003e \u003cp\u003e5.1.2 Service Marketing 134\u003c\/p\u003e \u003cp\u003e5.1.3 Service Design and Engineering 135\u003c\/p\u003e \u003cp\u003e5.1.4 Service Delivery, Operations, and Management 135\u003c\/p\u003e \u003cp\u003e5.2 Putting People First 137\u003c\/p\u003e \u003cp\u003e5.2.1 The Digitalization Approach to Capture People’s Behavioral Dynamics 139\u003c\/p\u003e \u003cp\u003e5.2.2 Supplementary Approaches to Capture People’s Behavioral Dynamics 140\u003c\/p\u003e \u003cp\u003e5.2.3 Putting People First 141\u003c\/p\u003e \u003cp\u003e5.3 Controllable and Tractable Service Systems in Pursuit of Smarter Operations 142\u003c\/p\u003e \u003cp\u003e5.3.1 Overview of Enterprise Service Computing 143\u003c\/p\u003e \u003cp\u003e5.3.2 Service-Oriented Architecture 145\u003c\/p\u003e \u003cp\u003e5.3.3 Component Process Model 146\u003c\/p\u003e \u003cp\u003e5.3.4 Business Process Management 148\u003c\/p\u003e \u003cp\u003e5.4 Competitiveness, Sustainability, and Innovation: Systems Approaches to Explore the Sociotechnical Natures of Service Systems and Networks 149\u003c\/p\u003e \u003cp\u003e5.5 Final Remarks 152\u003c\/p\u003e \u003cp\u003eAcknowledgment 155\u003c\/p\u003e \u003cp\u003eReferences 155\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6. Computational Thinking of Service Systems and Networks 158\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e6.1 Monitoring and Capturing People-Centric Service Network Dynamics in Real Time 159\u003c\/p\u003e \u003cp\u003e6.1.1 Computational Thinking of Service Systems and Networks: A Necessity in Service Science 161\u003c\/p\u003e \u003cp\u003e6.1.2 Big Data in Support of Computational Thinking of Service Systems and Networks 162\u003c\/p\u003e \u003cp\u003e6.2 Computational Thinking of Service Systems and Networks 163\u003c\/p\u003e \u003cp\u003e6.3 Modeling of a Configurable and Competitive Service System 164\u003c\/p\u003e \u003cp\u003e6.3.1 The Systemic View of a Service System 166\u003c\/p\u003e \u003cp\u003e6.3.2 The Dynamics of Processes in a Service System 169\u003c\/p\u003e \u003cp\u003e6.3.3 The Dynamics of a Service System 172\u003c\/p\u003e \u003cp\u003e6.4 Service Systems’ Performance: Metrics and Measurements 178\u003c\/p\u003e \u003cp\u003e6.5 PDGroup as an Exploratory Example of Service Systems Modeling 182\u003c\/p\u003e \u003cp\u003e6.5.1 The Competitiveness of Service Systems: A Systems Approach 185\u003c\/p\u003e \u003cp\u003e6.5.2 The Competitiveness of Service Systems: A Network Approach 187\u003c\/p\u003e \u003cp\u003e6.5.3 Market, Discovery, and Strategy 190\u003c\/p\u003e \u003cp\u003e6.5.4 Design and Development 192\u003c\/p\u003e \u003cp\u003e6.5.5 Delivery, Operations, and Monitoring 194\u003c\/p\u003e \u003cp\u003e6.5.6 Optimization and Improvement 194\u003c\/p\u003e \u003cp\u003e6.5.7 Final Remarks on This Exploratory Example 195\u003c\/p\u003e \u003cp\u003e6.6 Conclusions 196\u003c\/p\u003e \u003cp\u003eAcknowledgment 197\u003c\/p\u003e \u003cp\u003eReferences 197\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7. Education as a Service and Educational Service Systems 199\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e7.1 Systems of Schooling: Service Science’s Perspective 200\u003c\/p\u003e \u003cp\u003e7.2 A Quality Control and Management Case Study for Resident Education: The Systems Perspective 203\u003c\/p\u003e \u003cp\u003e7.2.1 A Typical System-Based Empirical Approach to Explore a Service System 204\u003c\/p\u003e \u003cp\u003e7.2.2 Questionnaires and Responses 208\u003c\/p\u003e \u003cp\u003e7.2.3 Modeling and Analytics 210\u003c\/p\u003e \u003cp\u003e7.2.4 Analytics and Decision-Making Supports 213\u003c\/p\u003e \u003cp\u003e7.3 Off-Campus Learning: An Example of High School STEM Education Enhancement 221\u003c\/p\u003e \u003cp\u003e7.3.1 A Transformative Education Service System (TESS) 225\u003c\/p\u003e \u003cp\u003e7.3.2 Systems Performance Analysis 229\u003c\/p\u003e \u003cp\u003e7.3.3 A Goal-Driven Learning System: Optimization and Improvement 234\u003c\/p\u003e \u003cp\u003e7.3.4 Continuously Enhancing STEM Education 237\u003c\/p\u003e \u003cp\u003e7.4 A Lifecycle and Real-Time-Based Approach to Service Engineering and Management 237\u003c\/p\u003e \u003cp\u003e7.5 Summary 239\u003c\/p\u003e \u003cp\u003eAcknowledgment 240\u003c\/p\u003e \u003cp\u003eReferences 240\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8. Online Education Service and MOOCs 248\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e8.1 Introduction 250\u003c\/p\u003e \u003cp\u003e8.2 A Systemic Approach to Analyze Collaborative Learning 254\u003c\/p\u003e \u003cp\u003e8.3 Collaborative Learning Analytics: Part I 257\u003c\/p\u003e \u003cp\u003e8.3.1 Data Collection 258\u003c\/p\u003e \u003cp\u003e8.3.2 Evaluating Learning Effectiveness 260\u003c\/p\u003e \u003cp\u003e8.3.3 Identifying Best Practices 261\u003c\/p\u003e \u003cp\u003e8.3.4 Brief Remarks on Part I of Collaborative Learning Analytics 266\u003c\/p\u003e \u003cp\u003e8.4 Collaborative Learning Analytics: Part II 267\u003c\/p\u003e \u003cp\u003e8.4.1 Individual’s Profile, Learning Activities, and the Learning Outcomes 267\u003c\/p\u003e \u003cp\u003e8.4.2 Pedagogical Engagements and Learning Outcomes in the Network Perspective 273\u003c\/p\u003e \u003cp\u003e8.4.3 Guiding Individual’s Participations in Real Time for Improved Learning Outcomes 278\u003c\/p\u003e \u003cp\u003e8.4.4 Brief Remarks on Part II of Collaborative Learning Analytics 278\u003c\/p\u003e \u003cp\u003e8.5 The Significance of This Illustrated Case Study 281\u003c\/p\u003e \u003cp\u003e8.6 Conclusions 281\u003c\/p\u003e \u003cp\u003eReferences 283\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9. The Science of Service Systems and Networks 286\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e9.1 The Science of Service Systems and Networks 287\u003c\/p\u003e \u003cp\u003e9.1.1 Enhancing the Approaches to Explore Service Systems and Networks 292\u003c\/p\u003e \u003cp\u003e9.1.2 A Pragmatic Approach to Explore Service Systems 293\u003c\/p\u003e \u003cp\u003e9.2 The Science of Service in the Twenty-First Century 295\u003c\/p\u003e \u003cp\u003eReferences 299\u003c\/p\u003e \u003cp\u003eIndex 301\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49406830936407,"sku":"9781118108239","price":100.76,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781118108239.jpg?v=1730497264","url":"https:\/\/bookcurl.com\/products\/service-science-9781118108239","provider":"Book Curl","version":"1.0","type":"link"}