1. Auflage 2019,
837 Seiten, Gebunden, Book, Format (B × H): 160 mm x 242 mm, Gewicht: 1440 g
Reihe: Service Science: Research and Innovations in the Service Economy
Verlag: Springer, Berlin
Maglio / Kieliszewski / Spohrer Handbook of Service Science, Volume II
The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today’s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume.
The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems–On the Nature of Service Interactions; 3) Service Ecosystems–On the Broad Context of Service; 4) Challenges–On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society.
Handbook of Service Science, Volume II offers a thorough 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.
Weitere Infos & Material
1 Introduction: Why Another Handbook?.- 2 Service Timing: Designing and Executing Service in a Dynamic Environment.- 3 Designing Service Systems to Enhance Perceived Decision Control.- 4 The Sequence of Service: An Affect Perspective to Service Scheduling.- 5 Customer Adoption of AI in Service Encounters.- 6 Optimal Structure of Experiential Services: Review and Extensions.- 7 A Human-centered, Multidisciplinary, and Transformative Approach to Service Science: A Service Design Perspective.- 8 Emerging Design Research Themes: A Research Review from Design, Service, and Management Studies.- 9 High-tech vs. High Touch Service Design in Healthcare: A Case for Considering the Emotional Biorhythm of the Patient in Technology Interventions.- 10 Customer Experience Analytics: Dynamic Customer-Centric Model.- 11 The Future of Service Systems: From Synergetics to Multi-Sided Platforms.- 12 Using Employees' Collective Intelligence for Service Innovation: Theory and Instruments.- 13 A Multilayer Framework for Service System Analysis.- 14 People and Social Interaction: Drivers of Service Innovation.- 15 Queues in Service Systems: Some Unusual Applications.- 16 Clarifying the Concept of Smart Service Systems.- 17 Exploring the Journey to Services.- 18 Digital Workers in Nested, Networked Holistic Service Systems: A New Workplace Culture from a Service Science Perspective.- 19 Visualizing and Improving Service Processes with PCN Analysis.- 20 Value-in-Context: An Exploration of the Context of Value and the Value of Context.- 21 On the Evolution of Service Ecosystems: A Study of the Emerging API Economy.- 22 Institutionalization Process of Service Innovation: Overcoming Competing Institutional Logics in Service Ecosystems.- 23 Innovation in Sociomaterial Practices. The Case of IoE in The Healthcare Ecosystem.- 24 Toward the Service Science of Education.- 25 Leveraging Big Data Platform Technologies and Analytics to Enhance Smart City Mobility Services.- 26 Population Health as a Network of Services: Integration of Health, Education, and Social Services.- 27 Incremental and Radical Service Innovation in Healthcare.- 28 Further Advancing Service Science with Service-Dominant Logic: Service Ecosystems, Institutions, and their Implications for Innovation.- 29 On the Ethical Implications of Big Data in Service Systems.- 30 Service-Dominant Logic: Inward and Outward Views.- 31 Service Economies and Complexity.- 32 A Perspective on the Field of Service Science.- 33 Embedding Humans into Service Systems Analysis: The Evolution of Mathematical Thinking about Services.- 34 The Demolition of Service Scientists' Cultural-boundaries.- 35 Capturing Value in the Service Economy.- 36 Service as Intersubjective Struggle.