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Service Research and Innovation
by Joseph G. Davis Haluk Demirkan Hamid R. Motahari-NezhadThis book constitutes the thoroughly refereed proceedings of the Third Australian Symposium on Service Research and Innovation, ASSRI 2013, held in Sydney, NSW, Australia, in November 2013. Overall, eight research papers were carefully reviewed and selected from 18 submissions. They are multidisciplinary in scope and cover strategic, organizational, and technological dimensions, ranging from purely conceptual to concrete implementations and testing of service-related technological platforms. Taken together, these papers provide a snapshot of the critical concerns and developments in service-related research and cover some of the key areas of research focus.
Service Research and Innovation: 7th Australian Symposium, ASSRI 2018, Sydney, NSW, Australia, September 6, 2018, and Wollongong, NSW, Australia, December 14, 2018, Revised Selected Papers (Lecture Notes in Business Information Processing #367)
by Ho-Pun Lam Sajib MistryThis book constitutes revised selected papers from the Australasian Symposium on Service Research and Innovation, ASSRI 2018. The conference was held in two parts on September 6, 2018, in Sydney, Australia, and on December 14, 2018, in Wollongong, Australia. The 9 full and 2 short papers included in this volume were carefully reviewed and selected from a total of 26 submissions, covering a variety of topics related to service-oriented computing and service science. The book also includes 3 keynote papers.
Service Science: Analysis and Improvement of Business Processes
by John MaleyeffTo remain relevant in today’s world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job. Informed by an appreciation that most personnel that work in any firm, even firms that are manufacturing-oriented, routinely provide services as a key element of their jobs, this book explains how to provide and improve internal customer service, regardless of industry or role. It illustrates the common features, or service process "DNA," while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner, this book stresses that service processes are distinctly different from manufacturing processes. Rigorous and practical, this book will appeal to students and professionals alike, in business, hospitality, industrial management, public health, and other fields. Online resources include Excel files that act as templates to help with quantitative analysis routines.
Service Science: Analysis and Improvement of Business Processes
by John MaleyeffTo remain relevant in today’s world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job.Informed by an appreciation that most personnel that work in any firm, even firms that are manufacturing-oriented, routinely provide services as a key element of their jobs, this book explains how to provide and improve internal customer service, regardless of industry or role. It illustrates the common features, or service process "DNA," while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner, this book stresses that service processes are distinctly different from manufacturing processes.Rigorous and practical, this book will appeal to students and professionals alike, in business, hospitality, industrial management, public health, and other fields.Online resources include Excel files that act as templates to help with quantitative analysis routines.
Service Science in China
by Zhisheng Hong Jiazhen HuoA service economy era is coming! As the basic discipline of service dominant era, service science mainly studies common rules of service activities, aiming to provide theoretical bases for creating service value in the new era. The book, which integrates knowledge of service management, operational management, logistics and supply chain management, constructs a research system for this emerging discipline. Service science research system constitutes service philosophy, resource allocation, operational management and service technology. Many cases about China's service enterprises are incorporated in the book, in the hope of providing readers an insight into not only service science but also the development of China's service economy.
The Service Sector and Economic Development in Africa (Routledge Studies in Development Economics)
by Evelyn F. Wamboye Peter J. NyarongaThe service sector accounts for a huge proportion of global employment, and is the biggest driver of gross domestic product in developing nations. Yet there has been little research uncovering its scope, potential and implications on sustained and inclusive economic growth. This is especially true for Africa, which has seen a strong growth trajectory in recent years. This book presents a new frontier of research, offering insightful perspectives on the 21st-century realities of the service sector and its effect on economic development in Africa. The analysis presented here will be of relevance to academics and policymakers with an interest in Africa’s role in the global economy.
The Service Sector in India's Development
by Gaurav NayyarA striking aspect of India's recent growth has been the dynamism of its services sector. In 2010, it accounted for 57 percent of the country's GDP and 25 percent of its total employment. The results do not conform to the growth experience of currently industrialized countries or other developing economies. Is the increasing share of the service sector in India's total output simply notional, as several activities that were earlier classified in the industrial sector are now subsumed in services' value added, or because the relative price of services has increased over time? No. The sector's growth is real - it is linked to household final demand, policy reforms, and increased service exports. Is this service-led growth process sustainable? That remains an open question because the service sector is highly heterogeneous, ranging from software services and business process outsourcing to wholesale and retail trade and personal services. These subsectors vary considerably in the context of different economic characteristics that are important for development.
Service Systems Engineering and Management (Operations Research Series)
by A. Ravi Ravindran Paul M. Griffin Vittaldas V. PrabhuThis new textbook will provide state-of-the-art models, concepts and solution methods important in the design, control, operation, and management of service systems. It will cover supply chain management, warehouse & distribution, financial engineering, revenue management in airlines, retail engineering, health systems, and financial services, etc... The textbook is for the engineering market, emphasizing the application of operations research models to optimally design and manage service systems. Currently, no such textbook exists in the market. Service management textbooks tend to be focused on the business school audience and therefore treat the topic overly, or exclusively, qualitatively. Many do not include health systems, retail industries, or financial sectors in their coverage.
Service Systems Implementation
by Vikas Krishna James C. Spohrer Haluk DemirkanService Systems Implementation provides the latest applications and practices aimed at improving the key performance indicators of service systems, especially those related to service quality, service productivity, regulatory compliance, and sustainable service innovation. The book presents action-oriented, application-oriented, design science-oriented (artifacts building: constructs, models, methods and instantiations) and case study-oriented research with actionable results by illustrating techniques that can be employed in large scale, real world examples. The case studies will help visualize service systems along the four key dimensions of people, information, technology and value propositions which can help enable better integration between them towards higher value propositions. The chapters, written by leading experts in the field, examine a wide range of substantive issues and implementations related to service science in various industries. These contributions also showcase the application of an array of research methods, including surveys, experiments, design science, case studies and frameworks, providing the reader with insights and guidelines to assist in building their own service systems, and thus, moving toward a more favorable service customer and provider experience. Service Systems Implementation, along with its companion text, The Science of Service Systems, is designed to present multidisciplinary and multisectoral perspectives on the nature of service systems, on research and practice in service, and on the future directions to advance service science. These two volumes compose a collection of articles from those involved in the emerging area known as service science.
Service Systems Science
by Kyoichi KijimaThe present volume illustrates a rich and promising research field in service, service systems sciences, by combining and fusing two strands of sciences: the science of service systems and systems sciences of service. The scale, complexity, and interdependence of today's service systems have been driven to an unprecedented level by globalization, demographic changes, and technology developments, so that it is absolutely necessary now for us to cultivate a new frontier of service research. In response, service science has emerged during the past decade as a transdisciplinary research field that aims to clarify, analyze, and design the structure and process of service systems. Service science is strongly motivated to prove the science of service systems. To deal with complexity, interactions, and the network of, in, and among service systems, we need to take a more systemic view. Because systems sciences offers a way of thinking in relationships and interaction and theories and models to address complexity, it is legitimate to develop systems sciences of service by explicitly focusing on systemic properties of service and service systems. As a volume of the Translational Systems Sciences series, this book emphasizes, in particular, a translational systems sciences perspective when the authors are approaching service, service systems, and service innovation. Indeed, the book employs systems sciences as a common framework or language not only to approach service in a holistic way but also to take a translational approach aiming to explain, analyze, design, and support service systems and their evolution.
Service Work: Critical Perspectives
by Marek Korczynski Cameron Lynne MacdonaldEveryday, we are bombarded with advertising images of the smiling service worker. The book is written with the aim of focusing beneath the surface of these fairy tale images, to seek out and understand the reality of service workers experience. Within the sociology of work and related literatures, there are an increasing number of empirical studie
Serviceinnovation
by Matthias Toepert Alexander Griesmeier Reinhard Geissbauer Sebastian FeldmannAuch Unternehmen, die sich hauptsächlich auf die technische Entwicklung und Herstellung ihrer Produkte konzentrieren, müssen neue Kunden gewinnen und langfristig an sich binden. Das Buch bietet eine Anleitung für den Weg hin zum industriellen Dienstleistungsunternehmen: An Beispielen führender Industriebetriebe (Automotive, Maschinenbau, Informationstechnologie) wird erläutert, welche Konzepte nachhaltig zum Erfolg führen. Mit Tools zur Einschätzung der eigenen Serviceleistung und -reife, Schritt-für-Schritt-Anleitungen und Handlungsempfehlungen.
ServiceMaster Industries, Inc.
by James L. HeskettThe CEO of ServiceMaster Industries has convened an internal task force to come up with ideas for reorganizing the company to accommodate unusually fast growth. In developing both alternatives and criteria for appraising them, the task force has to keep in mind the strong company culture.
ServiceNow for Architects and Project Leaders: A complete guide to driving innovation, creating value, and making an impact with ServiceNow
by Roy Justus David ZhaoGain insight and strategic advice for driving value in your organization with this practical guide that condenses a decade of ServiceNow wisdom into the must-know essentials for impactful deploymentsKey FeaturesFocus on what to do when shaping and leading a ServiceNow journeyExplore strategies for making your projects impactful and valuableGuidance for leaders at every level to maximize return on their investments in ServiceNowBook DescriptionServiceNow is the leading enterprise service management platform that enables the effective management of services in a modern enterprise.In this book, you'll learn how to avoid pitfalls that can challenge value realization, where to focus, how to balance tradeoffs, and how to get buy-in for complex decisions. You'll understand the key drivers of value in ServiceNow implementation and how to structure your program for successful delivery. Moving ahead, you'll get practical guidance on the methods and considerations in securely using ServiceNow. You'll also learn how to set up a multi-instance environment including best practices, patterns and alternatives in the use and maintenance of a multi-instance pipeline. Later chapters cover methods and approaches to design processes that deliver optimal ROI. Further, you'll receive tips for designing technical standards, designing for scale, ensuring maintainability, and building a supportable instance. Finally, you'll focus on the innovative possibilities that can be unlocked in a ServiceNow journey which will help you to manage uncertainty and claim the value of being an early adopter.By the end of this book, you'll be prepared to lead or support a ServiceNow implementation with confidence that you're bringing not only a solution but also making an impact in your organization.What you will learnUnderstand the key drivers of value in ServiceNow implementationStructure your ServiceNow programs for successful deliveryDiscover methods and tools for securely using ServiceNowSet up a multi-instance environment with best practices and patternsArchitect and lead the deployment of AI capabilities in ServiceNowBuild innovative experiences using NLU, virtual agents and the Now Experience FrameworkWho this book is forThis book is for architects, consultants and project leaders looking to drive value by applying ServiceNow effectively and efficiently. Platform administration or development experience is useful but not necessary to get the most out of this book. However, some familiarity with the modules and features of ServiceNow is expected.
Serviceology for Designing the Future
by Takashi Maeno Yuriko Sawatani Tatsunori HaraThis book provides a useful overall guide to the state of the art in theory and practice of services. It can also serve as a reference book for researchers in various fields, including engineering, marketing, economics, and other disciplines. Advanced works presented here were selected from the proceedings of the Second International Conference on Serviceology (ICServ2014), held September 14-16, 2014. This book helps readers to understand serviceology, which tackles with a broad range of services, the globalization of the economy and also enhances the quality of life of local residents.
Serviceology for Designing the Future: Selected and Edited Papers of the 2nd International Conference on Serviceology
by Yuriko Sawatani Takashi Maeno Tatsunori HaraThis book provides a useful overall guide to the state of the art in theory and practice of services. It can also serve as a reference book for researchers in various fields, including engineering, marketing, economics, and other disciplines. Advanced works presented here were selected from the proceedings of the Second International Conference on Serviceology (ICServ2014), held September 14–16, 2014. This book helps readers to understand serviceology, which tackles with a broad range of services, the globalization of the economy and also enhances the quality of life of local residents.
Serviceology for Services
by Masaaki Mochimaru Kanji Ueda Takeshi TakenakaServices are key activities in the globalization of the economy and also underlie the quality of life of local residents. The advanced work presented in this book was selected from the proceedings of the First International Conference on Serviceology (ICServ2013), held October 16-18, 2013 in Tokyo. This book provides a useful overall guide to the state of the art in theory and practice of services for researchers in various fields, including engineering, marketing, economics, and others. This work also facilitates the scientific systematization of services and promotes technological developments for solutions of industrial issues.
Serviceology for Services: Selected papers of the 1st International Conference of Serviceology (Communications In Computer And Information Science Ser. #1189)
by Masaaki Mochimaru Kanji Ueda Takeshi TakenakaServices are key activities in the globalization of the economy and also underlie the quality of life of local residents. The advanced work presented in this book was selected from the proceedings of the First International Conference on Serviceology (ICServ2013), held October 16–18, 2013 in Tokyo. This book provides a useful overall guide to the state of the art in theory and practice of services for researchers in various fields, including engineering, marketing, economics, and others. This work also facilitates the scientific systematization of services and promotes technological developments for solutions of industrial issues.
Serviceology for Services: 7th International Conference, ICServ 2020, Osaka, Japan, March 13–15, 2020, Proceedings (Communications in Computer and Information Science #1189)
by Takeshi Takenaka Spring Han Chieko MinamiThis book constitutes the refereed proceedings of the 7th International Conference on Serviceology for Services, held in Osaka, Japan, in March 2020.The 16 full papers and 3 short papers presented in this volume were carefully reviewed and selected from 58 submissions. The papers are organized around the following topics: hospitality management; service innovation and employee engagement; service marketing and consumer behavior; customer experience and service design; service engineering and implementation.
Serviceology for Smart Service System
by Yuriko Sawatani James Spohrer Stephen Kwan Takeshi TakenakaServices are key activities in a globalized economy and they also underlie the quality of life of local residents. The advanced work presented in this book was selected from the proceedings of the Third International Conference on Serviceology (ICServ2015), held July 7-9, 2015, in San Jose, CA, USA. The conference was supported by the Society for Serviceology. The society was established in 2012 in Japan to explore the scientific systematization of services and to promote technological developments for solutions to industrial issues. This book provides a useful general guide to the state of the art in the theory and practice of services. It can also serve as a valuable reference book for researchers in a wide range of fields from engineering to marketing and economics.
Serviceology for Smart Service System: Selected papers of the 3rd International Conference of Serviceology
by Yuriko Sawatani Takeshi Takenaka James Spohrer Stephen KwanServices are key activities in a globalized economy and they also underlie the quality of life of local residents. The advanced work presented in this book was selected from the proceedings of the Third International Conference on Serviceology (ICServ2015), held July 7–9, 2015, in San Jose, CA, USA. The conference was supported by the Society for Serviceology. The society was established in 2012 in Japan to explore the scientific systematization of services and to promote technological developments for solutions to industrial issues.This book provides a useful general guide to the state of the art in the theory and practice of services. It can also serve as a valuable reference book for researchers in a wide range of fields from engineering to marketing and economics.
Serviceparadigmen und Implikationen für die Vermarktung: Eine Einführung (essentials)
by Christian ArnoldDas Essential bietet eine umfassende Betrachtung der gegenwärtig dominierenden Serviceparadigmen. Christian Arnold erläutert die Kernaussagen des IHIP-Modells, der Leistungslehre und der Service-Dominant Logic. Abgerundet werden die Ausführungen durch eine Darstellung der Implikationen für eine relational-interaktive und damit servicezentrierte Vermarktungsphilosophie.
Serviceroboter: Digitalisierung von Dienstleistungen aus Kunden-, Mitarbeiter- und Managementperspektive (essentials)
by Thomas AfflerbachVeränderungen sind die neue Normalität. Um langfristig bestehen zu können, müssen insbesondere Dienstleistungsunternehmen, die sich bei vielen ihrer Dienstleistungsbegegnungen auf den Faktor Mensch verlassen, ihre Geschäftsabläufe radikal überdenken und die Dienstleistungserbringungen (noch weiter) digitalisieren. Der Einsatz von Servicerobotern kann eine solche Maßnahme zur Digitalisierung sein. In diesem essential wird aufgezeigt, in welchen Einsatzfeldern die Dienstleistungsunternehmen solche Roboter in die Interaktion mit den Kundinnen und Kunden integrieren können, für welche Aufgaben Serviceroboter gut geeignet sind und welche Gestaltungsmerkmale zu beachten sind. Zudem werden aus einer Kunden-, Mitarbeiter- und Managementperspektive sowohl die Chancen als auch die Herausforderungen von Servicerobotern reflektiert sowie Handlungsempfehlungen abgeleitet.
Services – SERVICES 2018: 14th World Congress, Held as Part of the Services Conference Federation, SCF 2018, Seattle, WA, USA, June 25–30, 2018, Proceedings (Lecture Notes in Computer Science #10975)
by Alvin Yang Siva Kantamneni Ying Li Awel Dico Xiangang Chen Rajesh Subramanyan Liang-Jie ZhangThis book constitutes the refereed proceedings of the 14th World Congress on Services, SERVICES 2018, held as part of the Services Conference Federation, SCF 2018, in Seattle, USA, in June 2018. The 10 full papers and 3 short papers presented were carefully reviewed and selected from 22 submissions. The papers cover topics in the field of software foundations and applications with a focus on novel approaches for engineering requirements, design and architectures, testing, maintenance and evolution, model-driven development, software processes, metrics, quality assurance and new software economics models, search-based software engineering, benefiting day-to-day services sectors and derived through experiences, with appreciation to scale, pragmatism, transparency, compliance and/or dependability.
Services and Employment: Explaining the U.S.-European Gap
by Mary Gregory, Wiemer Salverda & Ronald SchettkatWhy is Europe's employment rate almost 10 percent lower than that of the United States? This "jobs gap" has typically been blamed on the rigidity of European labor markets. But in Services and Employment, an international group of leading labor economists suggests quite a different explanation. Drawing on the findings of a two-year research project that examined data from France, Germany, the Netherlands, the United Kingdom, and the United States, these economists argue that Europe's 25 million "missing" jobs can be attributed almost entirely to its relative lack of service jobs. The jobs gap is actually a services gap. But, Services and Employment asks, why does the United States consume services at such a greater rate than Europe? Services and Employment is the first systematic and comprehensive international comparison on the subject. Mary Gregory, Wiemer Salverda, Ronald Schettkat, and their fellow contributors consider the possible role played by differences in how certain services--particularly health care and education--are provided in Europe and the United States. They examine arguments that Americans consume more services because of their higher incomes and that American households outsource more domestic work. The contributors also ask whether differences between U.S. and European service sectors encapsulate fundamental trans-Atlantic differences in lifestyle choices. In addition to the editors, the contributors include Victor Fuchs, William Baumol, Giovanni Russo, Adriaan Kalwij, Stephen Machin, Andrew Glyn, Joachin Möller, John Schmitt, Michel Sollogoub, Robert Gordon, and Richard Freeman.