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Best Practices and New Perspectives in Service Science and Management

Book Description

Within global commerce, services and management play a vital role in the economy. Service systems are necessary for organizations, and a multi-disciplinary approach is ideal to establish full understanding of these systems. Best Practices and New Perspectives in Service Science and Management provides original research on all aspects of service science, service management, service engineering, and its supporting technology in order to administer cutting-edge knowledge to encourage the improvement of services. This book is essential for researchers and practitioners in the fields of computer science, software management, and engineering.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Editorial Advisory Board and List of Reviewers
    1. Editorial Advisory Board
    2. List of Reviewers
  5. Preface
    1. THE BOOK
  6. Chapter 1: Service Quality Evaluation Method for Community-Based Software Outsourcing Process
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. OVERVIEW OF COMMUNITY-BASED SOFTWARE OUTSOURCING PROCESS
    4. 3. SERVICE QUALITY EVALUATION METHOD
    5. 4. SERVICE QUALITY EVALUATION PROTOTYPE
    6. 5. CONCLUSION
  7. Chapter 2: Creating Effective Customer Solutions
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. THE SOLUTION CONCEPT
    4. 3. RESEARCH APPROACH
    5. 4. CREATING EFFECTIVE SOLUTIONS
    6. 5. MANAGERIAL IMPLICATIONS
    7. 6. CONCLUSION AND RESEARCH OUTLOOK
    8. APPENDIX
  8. Chapter 3: Customers as Innovators in Senior Service Markets
    1. ABSTRACT
    2. INTRODUCTION
    3. THEORETICAL REVIEW
    4. IDEA GENERATION FOR A NOVEL SERVICE CONCEPT: METHODOLOGY
    5. RESULTS: INNOVATION POTENTIAL AND CHARACTERISTICS OF AGING PEOPLE
    6. CONCLUSION
    7. DISCUSSION: TOWARDS INCREASINGLY USER-DRIVEN SERVICE DEVELOPMENT
  9. Chapter 4: Situated Service-Oriented Modeling
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. THEORETICAL BACKGROUND
    4. 3. E-LEARNING FRAMEWORKS
    5. 4. THE APPLICATION OF SSOM TO E-LEARNING
    6. 5. DISCUSSION
  10. Chapter 5: An IT Service Engineering and Management Framework (ITS-EMF)
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. A REVIEW AND SYNTHESIS OF IT SERVICE LITERATURE
    4. 3. AN IT SERVICE ENGINEERING AND MANAGEMENT FRAMEWORK (ITS-EMF)
    5. 4. DISCUSSION OF THE IT SERVICE ENGINEERING AND MANAGEMENT FRAMEWORK
    6. 5. CONCLUSION
  11. Chapter 6: DNA Model of IT Service Assets
    1. ABSTRACT
    2. INTRODUCTION
    3. DNA ORIGINS
    4. DNA MODEL DEVELOPMENT
    5. IT SERVICE MANAGEMENT EXAMPLE
    6. DNA MODEL FOR ITSM EXAMPLE
    7. DNA METAMATRIX MEASURES AND MANAGEMENT IMPLICATIONS
    8. CONCLUSION
    9. APPENDIX A: META-MATRICES
    10. APPENDIX B
    11. APPENDIX C
    12. APPENDIX D
  12. Chapter 7: Identification of Attributes of TQM in an Educational Institute
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. OBJECTIVES OF THE PAPER
    4. 3. THE STUDY
    5. 4. MODEL FOR EVALUATION OF QUALITY
    6. 5. CONCLUSION
  13. Chapter 8: An Ontology-Based and Model-Driven Approach for Designing IT Service Management Systems
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. BACKGROUND
    4. 3. AN APPROACH FOR IMPLEMENTING ITSM PROCESSES
    5. 4. RELATED WORK
    6. 5. CONCLUSION AND FUTURE WORK
  14. Chapter 9: The Impact of E-Retail Environment Characteristics on E-Satisfaction and Purchase Intent
    1. ABSTRACT
    2. INTRODUCTION
    3. LIMITATIONS AND SUGGESTIONS FOR FUTURE RESEARCH
  15. Chapter 10: A Study on Relationships Among Software Engineering Capabilities in Japan Using Panel Analysis
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. RESEARCH MODEL
    4. 3. SURVEY ON SOFTWARE ENGINEERING EXCELLENCE
    5. 4. RESULTS
    6. 5. CONCLUSION AND DISCUSSION
  16. Chapter 11: Value-Adding to Public Services Through the Adoption of Lean Thinking
    1. ABSTRACT
    2. INTRODUCTION
    3. CALL CENTRE OPERATIONAL MODELS
    4. LEAN THINKING APPROACH
    5. CREATING A LEAN THINKING CALL CENTRE
    6. LEAN THINKING AND VALUE CREATION
    7. LEAN THINKING IMPACT ON AFFECTIVE COMMITMENT
    8. CASE STUDY
    9. RESEARCH METHODOLOGY
    10. DATA COLLECTION
    11. RESULTS AND FINDINGS
    12. AFFECTIVE COMMITMENT FINDINGS
    13. DISCUSSION
    14. CONCLUSION
  17. Chapter 12: A Modeling Framework for Analyzing the Viability of Service Systems
    1. ABSTRACT
    2. INTRODUCTION
    3. 1. CONCEPTUALIZATIONS
    4. 2. MODELING AND ANALYSIS OF VIABILITY IN A SERVICE SYSTEM
    5. 3. RELATED WORK
    6. CONCLUSION AND FUTURE WORK
  18. Chapter 13: A Business Model Approach for Service Engineering in the Internet of Services
    1. ABSTRACT
    2. INTRODUCTION
    3. METHODOLOGY
    4. STATE-OF-THE-ART
    5. BUSINESS STRATEGIST AND THE STRATEGIC PERSPECTIVE
    6. THE STRATEGIC/MARKET-ORIENTED AND CONCEPTUAL PERSPECTIVE
    7. CONCLUSION AND FURTHER ACTIVITIES
  19. Chapter 14: Service Oriented Innovation Management
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. SERVICE ORIENTED INNOVATION MANAGEMENT
    4. 3. USE CASE: INNOVATION NETWORK IN THE CREATIVE INDUSTRIES
    5. 4. DISCUSSION AND FUTURE WORK
  20. Chapter 15: Customer Integration in Innovation Processes via Operating Information Systems
    1. ABSTRACT
    2. CUSTOMER INTEGRATION AS PART OF AN OPEN INNOVATION STRATEGY
    3. POTENTIAL AND CHALLENGES OF CUSTOMER INTEGRATION IN INNOVATION PROCESSES
    4. METHODS FOR CUSTOMER INTEGRATION IN INNOVATION PROCESSES
    5. SERVICE CENTERS AS THE PRIMARY INTERFACE TO CUSTOMERS
    6. REQUIREMENTS FOR INNOVATION MANAGEMENT WITHIN SERVICE CENTERS
    7. TRANSFORMATION OF REQUIREMENTS INTO A HOLISTIC INNOVATION SYSTEM
    8. SUMMARY AND FURTHER RESEARCH
  21. Chapter 16: A Method for the Management of Service Innovation Projects in Mature Organizations
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. METHOD DESCRIPTION
    4. 3. APPLICATION OF METHOD IN A MATURE ORGANIZATION
    5. 4. FINDINGS
    6. 5. DISCUSSION AND CONCLUSION
  22. Chapter 17: How IT-Enabled Services Can Help to Change our World
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. UNDERSTANDING THE CITY AS AN ENERGY NETWORK
    4. 3. THE ROLE OF SERVICES
    5. 4. HOW AN IT-ENABLED SERVICE CAN HELP TO RAISE ENERGY EFFICIENCY: AN EXAMPLE
    6. 5. CONCLUSION
  23. Chapter 18: Mobile Emergency Management Services Targeting Large Public Events
    1. ABSTRACT
    2. INTRODUCTION
    3. METHODOLOGICAL APPROACH
    4. CONCLUSION
  24. Chapter 19: MoBiFlow
    1. ABSTRACT
    2. INTRODUCTION
    3. REQUIREMENTS FOR E-BIOLOGY WORKFLOW SYSTEMS
    4. THE MOBIFLOW LIFE SCIENCE WORKFLOW SYSTEM
    5. RELATED WORK
    6. CONCLUSION AND OUTLOOK
  25. Chapter 20: uRun
    1. ABSTRACT
    2. 1. INTRODUCTION
    3. 2. RELATED WORK
    4. 3. URUN: APPLICATION EXAMPLES
    5. 4. THE USERVICE PLATFORM AND THE URUN FRAMEWORK
    6. 5. CONCLUSION AND OUTLOOK
  26. Chapter 21: An Information and Cooperation Portal for Supporting Public Authorities and Organizations with Safety and Security Responsibilities Before and During Large Public Events
    1. ABSTRACT
    2. INTRODUCTION
    3. THE RESEARCH PROJECT VERSIERT
    4. THE PORTAL
    5. BENEFITS FOR PUBLIC AUTHORITIES AND ORGANIZATIONS WITH SAFETY AND SECURITY RESPONSIBILITIES
    6. SUMMARY AND OUTLOOK
  27. Compilation of References
  28. About the Contributors