Handbook of Service Science (Service Science: Research and Innovations in the Service Economy)

Traditional service sectors encompass a wide variety of industries ranging from transportation, retail and healthcare to entertainment, banking, and insurance. As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems. This seminal reference considers Service Science to be the study of value co-creation, and finds abundant common elements and themes, common concerns and approaches that converge on this central, real-world phenomena. __Handbook of Service Science__ takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research. __Handbook of Service Science__ provides a comprehensive 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. List of contributors includes: Melissa A. Akaka.- John Bailey.- Guruduth Banavar.- Rahul C. Basole.- William J. Baumol.- Gaurav Bhalla.- Mary Jo Bitner.- Jeannette Blomberg.- David E. Bowen.- John R. Bryson.- Richard B. Chase.- Henry Chesbrough.- Eng K. Chew.- Daniel Connors.- Peter W. Daniel.- Andrew Davies.- Faridah Djellal.- Bo Edvardsson.- Shelley Evenson.- Ray P. Fisk.- Faïz Gallouj.- Susanne Glissmann.- Robert J. Glushko.- Michael Gorma.- Michael Gregory.- Dwayne D. Gremler.- Steve J. Grove.- Gerhard, Gudergan.- Evert Gummesson.- Anders Gustafsson.- Alan Hartman.- James L. Heskett.- Kazuyoshi Hidaka.- Barbara Jones.- Uday S. Karmarkar.- Per Kristensson.- Robert F. Lusch.- Linda Macaulay.- Richard Metters.- Ian Miles.- Aleksandra Mojsilovic.- Claire Moxham.- Rogelio Oliva.- Lakshmish Ramaswamy.- Guangjie Ren.- William B. Rouse.- Roland T. Rust.- Scott E. Sampson.- Pamela Samuelson.- Jorge Sanz.- W. Earl Sasser Jr.- Benjamin Schneider.- Carl J. Schramm.- John D. Sterman.- Stephen L. Vargo.- Lars Witell.- Valarie Zeithaml.- Anatoly Zherebtsov Front Matter....Pages i-xxvii Front Matter....Pages 9-9 Introduction....Pages 1-8 Front Matter....Pages 9-9 Revisiting “Where Does the Customer Fit in a Service Operation?”....Pages 11-17 The Service Profit Chain....Pages 19-29 Winning the Service Game....Pages 31-59 Customer Equity....Pages 61-78 Service Worldsservice worlds ....Pages 79-104 Front Matter....Pages 105-105 The Unified Service Theory....Pages 107-131 Advancing Service Scienceservice science with Service-Dominant Logicservice-dominant logic ....Pages 133-156 Toward a Science of Service Systems....Pages 157-194 Front Matter....Pages 195-195 Technology’s Impact on the Gaps Model of Service Quality....Pages 197-218 Seven Contexts for Service System Design....Pages 219-249 Business Architectures for the Design of Enterprise Service Systems....Pages 251-282 A Service Practice Approach....Pages 283-305 Front Matter....Pages 307-307 The Neglect of Service Scienceservice science in the Operations Management Field....Pages 309-319 Death Spirals and Virtuous Cycles....Pages 321-358 Service Scienceservice science ....Pages 359-385 Service Engineering....Pages 387-415 Front Matter....Pages 417-417 The Industrializationindustrialization of Information Services....Pages 419-435 Workforce Analytics for the Services Economy....Pages 437-460 Understanding Complex Product and Service Delivery Systems....Pages 461-480 Front Matter....Pages 417-417 A Formal Model of Service Delivery....Pages 481-507 Front Matter....Pages 509-509 Service Innovationinnovation ....Pages 511-533 InnovationInnovation in Services and EntrepreneurshipEntrepreneurship ....Pages 535-559 Service Innovationservice innovation and Customer Co-development....Pages 561-577 Advancing Services Innovation service innovation ....Pages 579-601 Front Matter....Pages 603-622 The Future of Service Is Long Overdue....Pages 623-623 The Evolution and Future of Service....Pages 625-642 Trading zones, Normative Scenarios, and Service Scienceservice science ....Pages 643-663 The Cambridge-IBM SSMESSME White Paper Revisited....Pages 665-675 Service Scienceservice science , Management, and Engineering SSME (SSME) in Japan....Pages 677-706 Innovationinnovation and Skills....Pages 707-715 Back Matter....Pages 717-736 ....Pages 737-758