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Maglio, Paul P.; Kieliszewski, Cheryl A.; Spohrer, James C. (Eds.)

1st Edition., 2010, IV, 750 p., Hardcover

ISBN: 978-1-4419-1627-3

Table of Contents
Foreword ………………….………………………..……………...………... ix
Carl J. Schramm and William J. Baumol
Preface ……………….………………………………………….….……….. xiii
Contributors ………..………………………………………………….……... xv
Introduction: Why a Handbook? ……………………………….…………....... 1
Paul P. Maglio, Cheryl A. Kieliszewski, and James C. Spohrer
Part 1: Context: Origins
Revisiting “Where Does the Customer Fit in a Service Operation?”
Background and Future Development of Contact Theory ...................... 11
Richard B. Chase
The Service Profit Chain: From Satisfaction to Ownership ………..……… 19
Winning the Service Game: Revisiting the Rules by Which People
Co-Create Value ………………………………………..……………... 31
Benjamin Schneider and David E. Bowen
Customer Equity: Driving the Value of the Firm by Increasing the
Value of Customers ………………………………………………….... 61
Roland T. Rust and Gaurav Bhalla
Service Worlds: The ‘Services Duality’ and the Rise of the
‘Manuservice’ Economy ……………………………………………..... 79
John R. Bryson and Peter W. Daniels
James L. Heskett and W. Earl Sasser, Jr.
vi Table of Contents
Part 2: Context: Theory
The Unified Service Theory: A Paradigm for Service Science ………….. 107
Scott E. Sampson
Advancing Service Science with Service-Dominant Logic:
Clarifications and Conceptual Development ……......……………….. 133
Stephen L. Vargo, Robert F. Lusch, and Melissa A. Akaka
Toward a Science of Service Systems: Value and Symbols ……..………. 157
James C. Spohrer and Paul P. Maglio
Part 3: Research and Practice: Design
Technology’s Impact on the Gaps Model of Service Quality ..…………. 197
Mary Jo Bitner, Valarie A. Zeithaml, and Dwayne D. Gremler
Seven Contexts for Service System Design …………………………….... 219
Robert J. Glushko
Business Architectures for the Design of Enterprise Service Systems ….. 251
Susanne Glissmann and Jorge Sanz
A Service Practice Approach: People, Activities and Information
in Highly Collaborative Knowledge-based Service Systems ..………. 283
Cheryl A. Kieliszewski, John H. Bailey, and Jeanette Blomberg
Part 4: Research and Practice: Operations
The Neglect of Service Science in the Operations Management Field …. 309
Richard Metters
Death Spirals and Virtuous Cycles: Human Resource Dynamics in
Knowledge-Based Services …………………………………..……… 321
Rogelio Oliva and John D. Sterman
Table of Contents vii
Service Science: A Reflection from Telecommunications Service
Perspective ………………………………………………………….... 359
Eng K. Chew
Service Engineering: Multiperspective and Interdisciplinary Framework for
New Solution Design ..……….…..……………………………………. 387
Gerhard Gudergan
Part 5: Research and Practice: Delivery
The Industrialization of Information Intensive Services ………………… 419
Uday S. Karmarkar
Workforce Analytics for the Services Economy ………………………... 437
Aleksandra Mojsilović and Daniel Connors
Understanding Complex Product and Service Delivery Systems ………. 461
William B. Rouse and Rahul C. Basole
A Formal Model of Service Delivery …………………………………… 481
Guruduth Banavar, Alan Hartman, Lakshmish Ramaswamy,
and Anatoly Zherebtsov
Part 6: Research and Practice: Innovation
Service Innovation ………………………………………………………. 511
Ian Miles
Innovation in Services and Entrepreneurship: Beyond Industrialist and
Technologist Concepts of Sustainable Development ..……….………. 535
Faridah Djellal and Faïz Gallouj
Service Innovation and Customer Co-development …………………...... 561
Bo Edvardsson, Anders Gustafsson, Per Kristensson and Lars Witell
Advancing Services Innovation: Five Key Concepts …………………… 579
Henry Chesbrough and Andrew Davies
viii Table of Contents
What Effects Do Legal Rules Have on Service Innovation? …………….. 603
Pamela Samuelson
Part 7: Future
The Future of Service Is Long Overdue ………..……………………….. 625
Evert Gummesson
The Evolution and Future of Service: Building and Broadening
a Multidisciplinary Field …………………………………………….. 643
Raymond P. Fisk and Stephen J. Grove
Trading Zones, Normative Scenarios, and Service Science …………...... 665
Michael E. Gorman
The Cambridge-IBM SSME White Paper Revisited ……………………. 677
Service Science, Management, and Engineering in Japan ……..……….. 707
Kazuyoshi Hidaka
Innovation and Skills: Future Service Science Education ……………….. 717
Linda Macaulay, Claire Moxham, Barbara Jones, and Ian Miles
Author Index ……………………………..…………………………………. 737
Subject Index ………………………….……………………………………. 75
James C. Spohrer, Mike Gregory, and Guangjie Ren
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