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by Paul P. Maglio (Editor), Cheryl A. Kieliszewski (Editor), James C. Spohrer (Editor), Kelly Lyons (Editor), Lia Patrício (Editor), Yuriko Sawatani (Editor)
About the Author
Paul P. Maglio is a professor of technology management in the School of Engineering at the University of California, Merced. He holds an SB in computer science and engineering from MIT and a PhD in cognitive science from UCSD. One of the founders of the field of service science, Dr. Maglio is currently Editor-in-Chief of INFORMS Service Science, and was lead editor of the Handbook of Service Science (Springer).
Cheryl Kieliszewski is a Research Staff Member at IBM Research - Almaden. She has extensive research and applied human factors engineering experience investigating human behavior and expectations, and the implication of these on technology and service design. Her research focuses on understanding the impact of team practices on technological and organizational design to inform the human-system relationship definition within service systems. Cheryl received her Ph.D. from Virginia Tech in Industrial and Systems Engineering for Human Factors. Her professional accomplishments include several issued patents, published papers, speaker, and serving as a co-editor of the inaugural "Handbook of Service Science".
Jim Spohrer directs IBM’s open source Artificial Intelligence (AI) efforts. With over ninety publications and nine patents, he won the Gummesson Service Research award, Vargo and Lusch Service-Dominant Logic award, and a PICMET Fellow for advancing service science.
Kelly Lyons is an Associate Professor and Associate Dean, Academic in the Faculty of Information at the University of Toronto. Prior to joining the Faculty of Information, she was the Program Director of the IBM Toronto Lab Centre for Advanced Studies (CAS). Her current research interests include service science, knowledge mobilization, social media, and collaborative work. Currently, she is focusing on ways in which social media can support human‐to‐ human interactions in service systems and data‐driven knowledge mobilization. Kelly holds a cross‐ appointment with the University of Toronto’s Department of Computer Science and is an IBM Faculty Fellow.
Lia Patrício (B.S., M.B.A., and PhD from University of Porto) is Associate Professor at the University of Porto, where she is the Director of the Master in Service Engineering and Management and lectures in the area of New Service Design and Development. Her research focuses on Service Design and Customer Experience, particularly the design of Technology Enabled Services, Value Networks and Service Ecosystems. She is currently the Principal Investigator of the Service Design for Innovation Marie Curie - Innovative Training Network. She is Global Faculty Member of the Center for Services Leadership, Arizona State University and Academic Scholar of the Cornell Institute for Healthy Futures. Her research has been published in the Journal of Service Research, Journal of Service Management, Design Studies, Journal of Business Research, among others.
Yuriko Sawatani is Professor of Management at Nagoya University of Commerce and Business, and Director at Entrepreneurship Center. She received her Ph.D. at The University of Tokyo. After working at IBM Research, she received a professor position at Waseda University in 2013, and has the current position since April, 2018. She works in partnership with companies, transforming organizations to digital era. Current work includes MEXT Enhancing Development of Global Entrepreneur Program and its follow-on program. Her research investigates the design function of companies focusing on Service Design, Innovation Management and Entrepreneurship.
About this book
The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context.
Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today’s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the previous volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this volume.
The handbook is divided into four parts:
1) Service Experience--On the Human-centered Nature of Service;
2) Service Systems–On the Nature of Service Interactions;
3) Service Ecosystems–On the Broad Context of Service;
4) Challenges–On Rethinking the Theory and Foundations of Service Science.
The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society.
Handbook of Service Science, Volume II offers a thorough reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
Table of contents
1 Introduction: Why Another Handbook? 1
Part I Service Experience – On the Human-Centered Nature of Service
2 Service Timing: Designing and Executing Service in a Dynamic Environment 13
3 Designing Service Systems to Enhance Perceived Decision Control 35
4 The Sequence of Service: An Affect Perspective to Service Scheduling 49
5 Customer Acceptance of AI in Service Encounters: Understanding Antecedents and Consequences 77
6 Optimal Structure of Experiential Services: Review and Extensions 105
7 A Human-Centred, Multidisciplinar y, and Transformative Approach to Service Science: A Service Design Perspective 147
8 Emerging Design Research Themes: A Research Review from Design, Service, and Management Studies 183
9 High-Tech vs. High Touch Service Design in Healthcare: A Case for Considering the Emotional Biorhythm of the Patient in Technology Interventions 193
10 Customer Experience Analytics: Dynamic Customer-Centric Model 207
Part II Service Systems – On the Nature of Service Interactions
11 The Future of Service Systems: From Synergetics to Multi-Sided Platforms 237
12 Using Employees’ Collective Intelligence for Service Innovation: Theory and Instruments 249
13 A Multilayer Framework for Service System Analysis 285
14 People and Social Interaction: Drivers of Service Innovation 307
15 Queues in Service Systems: Some Unusual Applications 327
16 Clarifying the Concept of Smart Service System 349
17 Exploring the Journey to Services 377
18 Digital Workers in Service Systems: Challenges and Opportunities 409
19 Visualizing and Improving Service Processes with PCN Analysis 433
Part III Service Ecosystems – On the Broad Context of Service
20 Value-in-Context: An Exploration of the Context of Value and the Value of Context 457
21 On the Evolution of Service Ecosystems: A Study of the Emerging API Economy 479
22 Institutionaliza tion Process of Service Innovation: Overcoming Competing Institutional Logics in Service Ecosystems 497
23 Innovation in Sociomaterial Practices: The Case of IoE in The Healthcare Ecosystem 517
24 Toward the Service Science of Education 545
25 Leveraging Big Data Platform Technologies and Analytics to Enhance Smart City Mobility Services 567
26 Population Health as a Network of Services: Integration of Health, Education, and Social Services 589
27 Incremental and Radical Service Innovation in Healthcare 619
Part IV Challenges – On Rethinking the Theory and Foundations of Service Science
28 Further Advancing Service Science with Service-Dominant Logic: Service Ecosystems, Institutions, and Their Implications for Innovation 641
29 On the Ethical Implications of Big Data in Service Systems 661
30 Service-Dominant Logic: Inward and Outward Views 675
31 Service Economies and Complexity 711
32 From Whence to Where in Service Science: A Perspective on the Field 729
33 Embedding Humans into Service Systems Analysis: The Evolution of Mathematical Thinking About Services 743
34 The Demolition of Service Scientists’ Cultural-Boundaries 773
35 Asset-Based Strategies for Capturing Value in the Service Economy 785
36 Service as Intersubjective Struggle 811
Series: Service Science: Research and Innovations in the Service Economy
Length: 837 pages
Publisher: Springer; 1st ed. 2019 edition (January 13, 2019)
Language: English
ISBN-10: 3319985116
ISBN-13: 978-3319985114
PDF version
Springer__Handbook of Service Science, Volume II.pdf
(16.5 MB, 需要: 15 个论坛币)
EPUB version
Springer__Handbook of Service Science, Volume II.epub
(44.75 MB, 需要: 15 个论坛币)
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