Service Science, Management and Engineering: Education for the 21st Century (Service Science: Research and Innovations in the Service Economy)

Papers in this unique volume were developed from the 2006 conference hosted by IBM, Service Science, Management, and Engineering (SSME) — Education for the 21st Century. The book incorporates a variety of perspectives, informed by an international background in SSME experience and education, including management, business, social science, computer science and engineering. Readers will derive an understanding of education needs and program offerings in SSME. Legitimizing SSME in academia : critical considerations and essential actions / Jane Siegel [and others] -- Holistic trinity of services sciences : management, social, and engineering science / Richard C. Larson -- SSME, operations research and education / Giovanni Righini -- A designer's view of SSME / Shelley Evenson -- SSME- let's not forget about customers and revenue / Roland T. Rust -- Psychology of the experience : the missing link in service science / Richard B. Chase, Sriram Dasu -- Challenges of industrial service business development / Vesa Salminen, Petri Kalliokoski -- A research based educational initiative : the Institute for International Services Innovation at Trinity College Dublin / John Murnay -- Defining the research agenda : technology management as a contributor to service sciences, management and engineering / Dundar F. Kocaoglu, Tugrul U. Daim, Antonie J. Jetter -- Actionable process theories : a unique selling proposition for a science of services / Nick V. Flor -- Quality system management and education in service environments / Richard R. Perdue, Steven D. Sheetz -- Art of service : drawing the arts to inform service design and specification / Birgit Mager, Shelley Evenson -- Service science, management and engineering : a way of managing sociotechnical systems / Michael E. Gorman -- A service logic for service science / Stephen L. Vargo, Robert F. Lusch -- The service-dominant mindset / Robert F. Lusch, Stephen L. Vargo -- An integrated approach to service innovation / Greg Oxton -- Moving the service science concept to curricular reality / Eleanor L. Babco, Carol B. Lynch, Patricia McAllister -- Defining a curriculum for service systems engineering / Sheryl A. Sorby [and others] -- Educating the service manager in Europe : assessing gaps and opportunities / Paolo Pasinin -- Service science, management and engineering curricula and research at NC State University / Steven Allen [and others] -- Bringing service sciences into the curriculum / Roberta S. Russell, Christopher W. Zobel -- Strategy for inserting SSME into the undergraduate experience at a minority serving institution / Edward L. Jones, Clement S. Allen, Jakita N. Owensby -- Putting requirements and quality at the core of global service delivery : current efforts and future plans at Pace University / Olly Gotel, Christelle Scharff -- Rochester Institute of Technology : service management / James W. Jacobs, Jr., Guy Johnson -- Getting students excited about services : providing a context for applying their newly acquired knowledge / Majid Iqbal -- Educating services science leaders to think holistically about enterprises / Donna H. Rhodes, Deborah J. Nightingale -- Services research collaborations : beyond the ivory tower / Neeli Bendapudi, Mindy Stobart -- Progress report of efforts towards a research and education agenda for services science in the EU and Greece / Christos Nikolaou -- A master program in services engineering and management at the University of Porto / J. Falcao e Cunha [and others] -- Engineering of digital services : a new degree that integrates business process and information engineering / Gianmario Motta -- SSME at Manchester : bringing people, business and technology together / Liping Zhao, Linda Macaulay -- A research & educational framework for ICT/S service management / Guido Dedene, Monique Snoeck, Rik Maes -- Education and research of service science and technology in Tsinghua University / Jie Zhou, Qiaoge Liu, Yanda Li -- The current state and development plan of research and education on SSME in Harbin Institute of Technology / Xiao-Fei Xu, Zhong-Jie Wang, Tong Mo -- Services science journey : foundations, progress, and challenges / Mary Jo Bitner [and others] -- Service supply chaing in the Department of Defense : opportunities and challenges / Uday Apte [and others] -- The global information economy, service industrialization and the UCLA BIT project / Uday S. Karmarkar -- Data support design for services science modeling / Terry P. Harrison, Sean McGarraghy -- Process and services fusion impact assessment : SSME findings from industry collaboration and the need for competency centers / Haluk Demirkan, Michael Goul -- iLab. 1 : a university-industry collaboration to enhance health plan services / Jeffrey A. Lasky, Michael Cardillo -- SSME : how to solve it / Shiu-Kai Chin, James S. Royer, Alex Wilkinson -- Models, contexts, and value chains for services sciences / William B. Rouse -- Complexity and the services science agenda / Yasmin Merali -- Service science, management, engineering and eOrganizations / Christof Weinhardt [and others] -- Towards consumer centric physical and virtual environment : platform for services / Suvi Nenone, Jukka Puhto -- Constructing service machines : global sourcing of knowledge-intensive services / Paul Lillrank, Olli Tolkki -- Service engineering of call centers : research, teaching, and practice / Avishai Mandlebaum, Sergey Zeltyn -- Innovation in services : from service concepts to service experiences / Brian Fynes, Ann Marie Lally -- Service beyond : enabling technologies to boost service business / Pentii Vaha [and others] -- Bringing service design to service sciences, management and engineering / Stefan Holmllid, Shelley Evenson -- Research and education of SSME in Japanese universities / Hideaki Takagi -- Service science : a Japanese perspective : pitfalls and opportunities / Tashiaki Kurokawa -- Services science empowers next generation MOT : just-in-time innovation management by service layer integrated strategic roadmapping / Akio Kmeoka -- Research & education in service economics & management at China Center for Service Sector Research (CCSSR) / Jiangfan Li Increasingly, academic and industrial leaders are recognizing that college graduates need new skills to address business and technical issues in a service business environment. Because services depend critically on people working together and with technology to provide value for others, these new skills include the ability to integrate across traditional disciplinary areas to obtain globally effective solutions. Service Science, Management and Engineering (SSME) is one such approach to properly focusing education and research on services, and to preparing tomorrow's graduates to work in an expanding services economy. Papers in this volume were developed from the 2006 conference hosted by IBM, Service Science, Management, and Engineering — Education for the 21st Century. The book incorporates a variety of perspectives, informed by an international background in SSME experience and education, including management, business, social science, computer science and engineering.