Service Science : The Foundations of Service Engineering and Management.
Title:
Service Science : The Foundations of Service Engineering and Management.
Author:
Qiu, Robin G.
ISBN:
9781118551837
Personal Author:
Edition:
1st ed.
Physical Description:
1 online resource (333 pages)
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.
Abstract:
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; and controlling and managing the service lifecycles for competitive advantage. Utilizing a combined theoretical and practical approach to discuss service science, Service Science: The Foundations of Service Engineering and Management also features: Case studies to illustrate how the presented theories and design principles are applied in practice to the definitions of fundamental service laws, including service interaction and socio-technical natures Computational thinking and system modeling such as abstraction, digitalization, holistic perspectives, and analytics Plentiful examples of service organizations such as automobile after-sale services, global project management networks, and express delivery services An interdisciplinary emphasis that includes integrated approaches from the fields of mathematics, engineering, industrial engineering, business, operations research, and management science A detailed analysis of the key concepts and body of knowledge for readers to master the foundations of service management Service Science: The Foundations of Service Engineering and Management is an ideal reference for practitioners in the contemporary service engineering and management field as well as researchers in applied mathematics, statistics, business/management
science, operations research, industrial engineering, and economics. The book is also appropriate as a text for upper-undergraduate and graduate-level courses in industrial engineering, operations research, and management science as well as MBA students studying service management.
Local Note:
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2017. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Genre:
Electronic Access:
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