Service science : the foundations of service engineering and management /

"By relying on the recent development of service science, this book focuses on the science of implementing a service system throughout its lifecycle, spanning from service marketing, engineering, delivery, quality control, management, to further improvement. The author utilizes a combined theor...

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Bibliographic Details
Main Author: Qiu, Robin G.
Format: eBook
Language:English
Published: Hoboken, New Jersey : Wiley, 2014.
Subjects:
Online Access:CONNECT
CONNECT
Table of Contents:
  • Cover
  • Title Page
  • Contents
  • Foreword
  • Foreword
  • Preface
  • Acknowledgments
  • Chapter 1 Evolving and Holistic View of Service
  • 1.1 What Is Service?
  • 1.2 Different Perspectives on Service
  • 1.3 The Lifecycle of Service
  • 1.4 Service Encounters Throughout the Lifecycle of Service
  • 1.5 The Economic Globalization
  • 1.6 The Evolving and Holistic View of Service
  • 1.7 Summary
  • References
  • Chapter 2 Definition of Service
  • 2.1 From Manufacturing to Service: The Economic Shift
  • 2.2 Total Service Lifecycle: The Service Provider's Perspective
  • 2.3 A Service Definition for This Book
  • 2.4 Final Remarks
  • References
  • Chapter 3 The Need for the Science of Service
  • 3.1 A Brief Review of the Evolution of Service Research
  • 3.2 Service as a Process of Transformation
  • 3.3 Formation of Service Encounters Networks
  • 3.4 Inherent Nature of Sociotechnical Service Systems
  • 3.5 Digitalization of Service Systems
  • 3.6 An Innovative Approach to Developing Service Science
  • 3.6.1 Service Value Chains in the Service Encounter Perspective
  • 3.6.2 A Systemic and Lifecycle Approach to Exploring Service
  • References
  • Chapter 4 Service Science Fundamentals
  • 4.1 The Fundamental Laws of Service: A Systemic Viewpoint
  • 4.1.1 Newton's Three Laws of Motion
  • 4.1.2 The Three Fundamental Laws of Service: The Newtonian Approach
  • 4.1.3 A Systemic View of the Fundamental Laws of Service
  • 4.2 The Service Encounter Sociophysics
  • 4.2.1 The Service Encounter Dynamics of a Service System
  • 4.2.2 The Laws of Service for Service Encounters
  • 4.2.3 Service as a Value Cocreation Process: From SMART to SMARTER
  • 4.3 Service Science: A Promising Interdisciplinary Field
  • 4.4 Final Remarks
  • References.
  • Chapter 5 Organizational and IT Perspectives of Service Systems and Networks
  • 5.1 Service as an Offering of a Service System
  • 5.1.1 Service Business Strategy and Planning
  • 5.1.2 Service Marketing
  • 5.1.3 Service Design and Engineering
  • 5.1.4 Service Delivery, Operations, and Management
  • 5.2 Putting People First
  • 5.2.1 The Digitalization Approach to Capture People's Behavioral Dynamics
  • 5.2.2 Supplementary Approaches to Capture People's Behavioral Dynamics
  • 5.2.3 Putting People First
  • 5.3 Controllable and Tractable Service Systems in Pursuit of Smarter Operations
  • 5.3.1 Overview of Enterprise Service Computing
  • 5.3.2 Service-Oriented Architecture
  • 5.3.3 Component Process Model
  • 5.3.4 Business Process Management
  • 5.4 Competitiveness, Sustainability, and Innovation: Systems Approaches to Explore the Sociotechnical Natures of Service Systems and Networks
  • 5.5 Final Remarks
  • Acknowledgment
  • References
  • Chapter 6 Computational Thinking of Service Systems and Networks
  • 6.1 Monitoring and Capturing People-Centric Service Network Dynamics in Real Time
  • 6.1.1 Computational Thinking of Service Systems and Networks: A Necessity in Service Science
  • 6.1.2 Big Data in Support of Computational Thinking of Service Systems and Networks
  • 6.2 Computational Thinking of Service Systems and Networks
  • 6.3 Modeling of a Configurable and Competitive Service System
  • 6.3.1 The Systemic View of a Service System
  • 6.3.2 The Dynamics of Processes in a Service System
  • 6.3.3 The Dynamics of a Service System
  • 6.4 Service Systems' Performance: Metrics and Measurements
  • 6.5 PDGroup as an Exploratory Example of Service Systems Modeling
  • 6.5.1 The Competitiveness of Service Systems: A Systems Approach.
  • 6.5.2 The Competitiveness of Service Systems: A Network Approach
  • 6.5.3 Market, Discovery, and Strategy
  • 6.5.4 Design and Development
  • 6.5.5 Delivery, Operations, and Monitoring
  • 6.5.6 Optimization and Improvement
  • 6.5.7 Final Remarks on This Exploratory Example
  • 6.6 Conclusions
  • Acknowledgment
  • References
  • Chapter 7 Education as a Service and Educational Service Systems
  • 7.1 Systems of Schooling: Service Science's Perspective
  • 7.2 A Quality Control and Management Case Study for Resident Education: The Systems Perspective
  • 7.2.1 A Typical System-Based Empirical Approach to Explore a Service System
  • 7.2.2 Questionnaires and Responses
  • 7.2.3 Modeling and Analytics
  • 7.2.4 Analytics and Decision-Making Supports
  • 7.3 Off-Campus Learning: An Example of High School STEM Education Enhancement
  • 7.3.1 A Transformative Education Service System (TESS)
  • 7.3.2 Systems Performance Analysis
  • 7.3.3 A Goal-Driven Learning System: Optimization and Improvement
  • 7.3.4 Continuously Enhancing STEM Education
  • 7.4 A Lifecycle and Real-Time-Based Approach to Service Engineering and Management
  • 7.5 Summary
  • Acknowledgment
  • References
  • Chapter 8 Online Education Service and MOOCs
  • 8.1 Introduction
  • 8.2 A Systemic Approach to Analyze Collaborative Learning
  • 8.3 Collaborative Learning Analytics: Part I
  • 8.3.1 Data Collection
  • 8.3.2 Evaluating Learning Effectiveness
  • 8.3.3 Identifying Best Practices
  • 8.3.4 Brief Remarks on Part I of Collaborative Learning Analytics
  • 8.4 Collaborative Learning Analytics: Part II
  • 8.4.1 Individual's Profile, Learning Activities, and the Learning Outcomes
  • 8.4.2 Pedagogical Engagements and Learning Outcomes in the Network Perspective.
  • 8.4.3 Guiding Individual's Participations in Real Time for Improved Learning Outcomes
  • 8.4.4 Brief Remarks on Part II of Collaborative Learning Analytics
  • 8.5 The Significance of This Illustrated Case Study
  • 8.6 Conclusions
  • References
  • Chapter 9 The Science of Service Systems and Networks
  • 9.1 The Science of Service Systems and Networks
  • 9.1.1 Enhancing the Approaches to Explore Service Systems and Networks
  • 9.1.2 A Pragmatic Approach to Explore Service Systems
  • 9.2 The Science of Service in the Twenty-First Century
  • References
  • Index
  • EULA.