Overview

Features coverage of the service systems lifecycle, includingservice marketing, engineering, delivery, quality control, management, and sustainment Featuring an innovative and holistic approach, ServiceScience: The Foundations of Service Engineering and Managementprovides a new perspective of service research and practice. Thebook presents a practical approach to the service systems lifecycleframework, which aids in understanding and capturing market trends;analyzing the design and engineering of service products anddelivery networks; executing service operations; and controllingand managing the service lifecycles for competitive advantage. Utilizing a combined theoretical and practical approach todiscuss service science, Service Science: The Foundations ofService Engineering and Management also features: Case studies to illustrate how the presented theories anddesign principles are applied in practice to the definitions offundamental service laws, including service interaction andsocio-technical natures Computational thinking and system modeling suchas abstraction, digitalization, holistic perspectives, andanalytics Plentiful examples of service organizations such as automobileafter-sale services, global project management networks, andexpress delivery services An interdisciplinary emphasis that includes integratedapproaches from the fields of mathematics, engineering, industrialengineering, business, operations research, and managementscience A detailed analysis of the key concepts and body of knowledgefor readers to master the foundations of service management Service Science: The Foundations of Service Engineering andManagement is an ideal reference for practitioners in thecontemporary service engineering and management field as well asresearchers in applied mathematics, statistics, business/managementscience, operations research, industrial engineering, andeconomics. The book is also appropriate as a text forupper-undergraduate and graduate-level courses in industrialengineering, operations research, and management science as well asMBA students studying service management.

Full Product Details

Author:   Robin G. Qiu
Publisher:   John Wiley & Sons Inc
Imprint:   John Wiley & Sons Inc
ISBN:  

9781118551837

ISBN 10:   1118551834
Pages:   336
Publication Date:   03 July 2014
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Electronic book text
Publisher's Status:   Active
Availability:   Available To Order  
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Table of Contents

Foreword xiii James C. Spohrer Foreword xv Richard C. Larson Preface xix Acknowledgments xxv 1. Evolving and Holistic View of Service 1 1.1 What Is Service? 1 1.2 Different Perspectives on Service 4 1.3 The Lifecycle of Service 5 1.4 Service Encounters Throughout the Lifecycle of Service 8 1.5 The Economic Globalization 14 1.6 The Evolving and Holistic View of Service 20 1.7 Summary 29 References 29 2. Definition of Service 32 2.1 From Manufacturing to Service: The Economic Shift 33 2.2 Total Service Lifecycle: The Service Provider'sPerspective 44 2.3 A Service Definition for This Book 52 2.4 Final Remarks 58 References 58 3. The Need for the Science of Service 61 3.1 A Brief Review of the Evolution of Service Research 62 3.2 Service as a Process of Transformation 64 3.3 Formation of Service Encounters Networks 67 3.4 Inherent Nature of Sociotechnical Service Systems 71 3.5 Digitalization of Service Systems 74 3.6 An Innovative Approach to Developing Service Science 79 3.6.1 Service Value Chains in the Service Encounter Perspective79 3.6.2 A Systemic and Lifecycle Approach to Exploring Service83 References 88 4. Service Science Fundamentals 92 4.1 The Fundamental Laws of Service: A Systemic Viewpoint 93 4.1.1 Newton's Three Laws of Motion 94 4.1.2 The Three Fundamental Laws of Service: The NewtonianApproach 96 4.1.3 A Systemic View of the Fundamental Laws of Service 99 4.2 The Service Encounter Sociophysics 104 4.2.1 The Service Encounter Dynamics of a Service System 105 4.2.2 The Laws of Service for Service Encounters 108 4.2.3 Service as a Value Cocreation Process: From SMART toSMARTER 111 4.3 Service Science: A Promising Interdisciplinary Field 115 4.4 Final Remarks 122 References 123 5. Organizational and IT Perspectives of Service Systems andNetworks 127 5.1 Service as an Offering of a Service System 129 5.1.1 Service Business Strategy and Planning 132 5.1.2 Service Marketing 134 5.1.3 Service Design and Engineering 135 5.1.4 Service Delivery, Operations, and Management 135 5.2 Putting People First 137 5.2.1 The Digitalization Approach to Capture People'sBehavioral Dynamics 139 5.2.2 Supplementary Approaches to Capture People'sBehavioral Dynamics 140 5.2.3 Putting People First 141 5.3 Controllable and Tractable Service Systems in Pursuit ofSmarter Operations 142 5.3.1 Overview of Enterprise Service Computing 143 5.3.2 Service-Oriented Architecture 145 5.3.3 Component Process Model 146 5.3.4 Business Process Management 148 5.4 Competitiveness, Sustainability, and Innovation: SystemsApproaches to Explore the Sociotechnical Natures of Service Systemsand Networks 149 5.5 Final Remarks 152 Acknowledgment 155 References 155 6. Computational Thinking of Service Systems and Networks158 6.1 Monitoring and Capturing People-Centric Service NetworkDynamics in Real Time 159 6.1.1 Computational Thinking of Service Systems and Networks: ANecessity in Service Science 161 6.1.2 Big Data in Support of Computational Thinking of ServiceSystems and Networks 162 6.2 Computational Thinking of Service Systems and Networks163 6.3 Modeling of a Configurable and Competitive Service System164 6.3.1 The Systemic View of a Service System 166 6.3.2 The Dynamics of Processes in a Service System 169 6.3.3 The Dynamics of a Service System 172 6.4 Service Systems' Performance: Metrics and Measurements178 6.5 PDGroup as an Exploratory Example of Service SystemsModeling 182 6.5.1 The Competitiveness of Service Systems: A Systems Approach185 6.5.2 The Competitiveness of Service Systems: A Network Approach187 6.5.3 Market, Discovery, and Strategy 190 6.5.4 Design and Development 192 6.5.5 Delivery, Operations, and Monitoring 194 6.5.6 Optimization and Improvement 194 6.5.7 Final Remarks on This Exploratory Example 195 6.6 Conclusions 196 Acknowledgment 197 References 197 7. Education as a Service and Educational Service Systems199 7.1 Systems of Schooling: Service Science's Perspective200 7.2 A Quality Control and Management Case Study for ResidentEducation: The Systems Perspective 203 7.2.1 A Typical System-Based Empirical Approach to Explore aService System 204 7.2.2 Questionnaires and Responses 208 7.2.3 Modeling and Analytics 210 7.2.4 Analytics and Decision-Making Supports 213 7.3 Off-Campus Learning: An Example of High School STEMEducation Enhancement 221 7.3.1 A Transformative Education Service System (TESS) 225 7.3.2 Systems Performance Analysis 229 7.3.3 A Goal-Driven Learning System: Optimization andImprovement 234 7.3.4 Continuously Enhancing STEM Education 237 7.4 A Lifecycle and Real-Time-Based Approach to ServiceEngineering and Management 237 7.5 Summary 239 Acknowledgment 240 References 240 8. Online Education Service and MOOCs 248 8.1 Introduction 250 8.2 A Systemic Approach to Analyze Collaborative Learning254 8.3 Collaborative Learning Analytics: Part I 257 8.3.1 Data Collection 258 8.3.2 Evaluating Learning Effectiveness 260 8.3.3 Identifying Best Practices 261 8.3.4 Brief Remarks on Part I of Collaborative LearningAnalytics 266 8.4 Collaborative Learning Analytics: Part II 267 8.4.1 Individual's Profile, Learning Activities, and theLearning Outcomes 267 8.4.2 Pedagogical Engagements and Learning Outcomes in theNetwork Perspective 273 8.4.3 Guiding Individual's Participations in Real Time forImproved Learning Outcomes 278 8.4.4 Brief Remarks on Part II of Collaborative LearningAnalytics 278 8.5 The Significance of This Illustrated Case Study 281 8.6 Conclusions 281 References 283 9. The Science of Service Systems and Networks 286 9.1 The Science of Service Systems and Networks 287 9.1.1 Enhancing the Approaches to Explore Service Systems andNetworks 292 9.1.2 A Pragmatic Approach to Explore Service Systems 293 9.2 The Science of Service in the Twenty-First Century 295 References 299 Index 301

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Author Information

Robin G. Qiu, PhD, is Professor of Information Science atThe Pennsylvania State University. Dr. Qiu has published morethan 60 journal publications, and his research interests includeservice science and systems; business analytics; social business;service operations and management; information systems andintegration; and control and management of manufacturingsystems.

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