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Service Science, Management, and Engineering: by Dong Shen, Fenghua Zhu, Xiwei Liu, Zhong Liu, Gang Xiong

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Chapter 1

Overview of Service Science, Management, and Engineering

Zhen Shen, Dong Shen, Gang Xiong and Fei-Yue Wang

State Key Laboratory of Management and Control for Complex Systems, Institute of Automation, Chinese Academy of Sciences, Beijing 100190, China

The economies of the world are shifting labor from agriculture and manufacturing sectors to service sectors, as measured by percentage of labor (jobs) (Maglio, Srinivasan, Kreulen, & Spohrer, 2006). This makes researchers pay more attention to the service sectors, and the concept of “Service Science, Management, and Engineering (SSME)” becomes more and more popular. IBM regards SSME as the next trend in college and professional education (International Business Machines Corporation [IBM], ...

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