Service science : the foundations of service engineering and management / Robin G. Qiu.

Format:

Book

Author/Creator:

Qiu, Robin G., author.

Language:

English

Subjects (All):

Service industries.

Service life (Engineering).

Industrial engineering.

Physical Description:

1 online resource (333 p.)

Place of Publication:

Hoboken, New Jersey : Wiley, 2014.

Summary:

Features coverage of the service systems lifecycle, including service marketing, engineering, delivery, quality control, management, and sustainment Featuring an innovative and holistic approach, Service Science: The Foundations of Service Engineering and Management provides a new perspective of service research and practice. The book presents a practical approach to the service systems lifecycle framework, which aids in understanding and capturing market trends; analyzing the design and engineering of service products and delivery networks; executing service operations;

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

ReferencesChapter 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 Motion4.1.2 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 Planning5.1.2 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 Networks5.5 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

Notes:

Description based upon print version of record.

Includes bibliographical references at the end of each chapters and index.

Description based on print version record.

ISBN:

1-118-55182-6

1-118-55183-4

OCLC:

878117339