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Service Science: The Foundations of Service Engineering and Management

Book Description

Features coverage of the service systems lifecycle, including service marketing, engineering, delivery, quality control, management, and sustainment

Featuring an innovative and holistic approach, Service Science: The Foundations of Service Engineering and Management 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.

Utilizing a combined theoretical and practical approach to discuss service science, Service Science: The Foundations of Service Engineering and Management also features:

  • Case studies to illustrate how the presented theories and design principles are applied in practice to the definitions of fundamental service laws, including service interaction and socio-technical natures

  • Computational thinking and system modeling such as abstraction, digitalization, holistic perspectives, and analytics

  • Plentiful examples of service organizations such as automobile after-sale services, global project management networks, and express delivery services

  • An interdisciplinary emphasis that includes integrated approaches from the fields of mathematics, engineering, industrial engineering, business, operations research, and management science

  • A detailed analysis of the key concepts and body of knowledge for readers to master the foundations of service management

  • Service Science: The Foundations of Service Engineering and Management is an ideal reference for practitioners in the contemporary service engineering and management field as well as researchers in applied mathematics, statistics, business/management science, operations research, industrial engineering, and economics. The book is also appropriate as a text for upper-undergraduate and graduate-level courses in industrial engineering, operations research, and management science as well as MBA students studying service management.

    Table of Contents

    1. Cover
    2. Title Page
    3. Copyright
    4. Dedication
    5. Foreword
    6. Foreword
    7. Preface
    8. Acknowledgments
    9. Chapter 1: Evolving and Holistic View of Service
      1. 1.1 What is Service?
      2. 1.2 Different Perspectives on Service
      3. 1.3 The Lifecycle of Service
      4. 1.4 Service Encounters Throughout the Lifecycle of Service
      5. 1.5 The Economic Globalization
      6. 1.6 The Evolving and Holistic View of Service
      7. 1.7 Summary
      8. References
    10. Chapter 2: Definition of Service
      1. 2.1 From Manufacturing to Service: The Economic Shift
      2. 2.2 Total Service Lifecycle: The Service Provider's Perspective
      3. 2.3 A Service Definition for this Book
      4. 2.4 Final Remarks
      5. References
    11. Chapter 3: The Need for the Science of Service
      1. 3.1 A Brief Review of the Evolution of Service Research
      2. 3.2 Service as a Process of Transformation
      3. 3.3 Formation of Service Encounters Networks
      4. 3.4 Inherent Nature of Sociotechnical Service Systems
      5. 3.5 Digitalization of Service Systems
      6. 3.6 An Innovative Approach to Developing Service Science
      7. References
    12. Chapter 4: Service Science Fundamentals
      1. 4.1 The Fundamental Laws of Service: A Systemic Viewpoint
      2. 4.2 The Service Encounter Sociophysics
      3. 4.3 Service Science: A Promising Interdisciplinary Field
      4. 4.4 Final Remarks
      5. References
    13. Chapter 5: Organizational and IT Perspectives of Service Systems and Networks
      1. 5.1 Service as an Offering of A Service System
      2. 5.2 Putting People First
      3. 5.3 Controllable and Tractable Service Systems in Pursuit of Smarter Operations
      4. 5.4 Competitiveness, Sustainability, and Innovation: Systems Approaches to Explore The Sociotechnical Natures of Service Systems and Networks
      5. 5.5 Final Remarks
      6. Acknowledgment
      7. References
    14. Chapter 6: Computational Thinking of Service Systems and Networks
      1. 6.1 Monitoring and Capturing People-Centric Service Network Dynamics in Real Time
      2. 6.2 Computational Thinking of Service Systems and Networks
      3. 6.3 Modeling of a Configurable and Competitive Service System
      4. 6.4 Service Systems' Performance: Metrics and Measurements
      5. 6.5 PDGroup as an Exploratory Example of Service Systems Modeling
      6. 6.6 Conclusions
      7. Acknowledgment
      8. References
    15. Chapter 7: Education as a Service and Educational Service Systems
      1. 7.1 Systems of Schooling: Service Science's Perspective
      2. 7.2 A Quality Control and Management Case Study for Resident Education: The Systems Perspective
      3. 7.3 Off-Campus Learning: An Example of High School STEM Education Enhancement
      4. 7.4 A Lifecycle and Real-Time-Based Approach to Service Engineering and Management
      5. 7.5 Summary
      6. Acknowledgment
      7. References
    16. Chapter 8: Online Education Service and MOOCs
      1. 8.1 Introduction
      2. 8.2 A Systemic Approach to Analyze Collaborative Learning
      3. 8.3 Collaborative Learning Analytics: Part I
      4. 8.4 Collaborative Learning Analytics: Part II
      5. 8.5 The Significance of This Illustrated Case Study
      6. 8.6 Conclusions
      7. References
    17. Chapter 9: The Science of Service Systems and Networks
      1. 9.1 The Science of Service Systems and Networks
      2. 9.2 The Science of Service in the Twenty-First Century
      3. References
    18. Index
    19. End User License Agreement