Handbook of Service Science

1. Introduction
Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer

2. Revisiting “Where Does the Customer Fit in a Service Operation?”
Richard B. Chase

3. The Service Profit Chain
James L. Heskett, W. Earl Sasser

4. Winning the Service Game
Benjamin Schneider, David E. Bowen

5. Customer Equity
Roland T. Rust, Gaurav Bhalla

6.
Service Worldsservice worlds


John R. Bryson, Peter W. Daniels

7. The Unified Service Theory
Scott E. Sampson

8. Advancing Service Scienceservice science
with Service-Dominant Logicservice-dominant logic


Stephen L. Vargo, Robert F. Lusch, Melissa Archpru Akaka

9. Toward a Science of Service Systems
James C. Spohrer, Paul P. Maglio

10. Technology’s Impact on the Gaps Model of Service Quality
Mary Jo Bitner, Valarie A. Zeithaml, Dwayne D. Gremler

11. Seven Contexts for Service System Design
Robert J. Glushko

12. Business Architectures for the Design of Enterprise Service Systems
Susanne Glissmann, Jorge Sanz

13. A Service Practice Approach
Cheryl A. Kieliszewski, John H. Bailey, Jeanette Blomberg

14. The Neglect of Service Scienceservice science
in the Operations Management Field
Richard Metters

15. Death Spirals and Virtuous Cycles
Rogelio Oliva, John D. Sterman

16.
Service Scienceservice science


Eng K. Chew

17. Service Engineering
Gerhard Gudergan

18. The Industrializationindustrialization
of Information Services
Uday S. Karmarkar

19. Workforce Analytics for the Services Economy
Aleksandra Mojsilović, Daniel Connors

20. Understanding Complex Product and Service Delivery Systems
William B. Rouse, Rahul C. Basole

21. A Formal Model of Service Delivery
Guruduth Banavar, Alan Hartman, Lakshmish Ramaswamy, Anatoly Zherebtsov

22. ServiceInnovationinnovation


Ian Miles

23.
InnovationInnovation
in Services and EntrepreneurshipEntrepreneurship


Faridah Djellal, Faïz Gallouj

24.
Service Innovationservice innovation
and Customer Co-development
Bo Edvardsson, Anders Gustafsson, Per Kristensson, Lars Witell

25. Advancing Services Innovation

service innovation



Henry Chesbrough, Andrew Davies

26. What Effects Do Legal

law/legal

Rules Have on Service
Innovation

innovation

?
Pamela Samuelson

27. The Future of Service Is Long Overdue
Evert Gummesson

28. The Evolution and Future of Service
Raymond P. Fisk, Stephen J. Grove

29. Trading zones, Normative Scenarios, and Service Scienceservice science


Michae E. Gorman

30. The Cambridge-IBM SSMESSME
White Paper Revisited
James C. Spohrer, Mike Gregory, Guangjie Ren

31.
Service Scienceservice science
, Management, and Engineering
SSME
(SSME) in Japan
Kazuyoshi Hidaka

32.
Innovationinnovation
and Skills
Linda Macaulay, Claire Moxham, Barbara Jones, Ian Miles

Keywords: Economics/Management Science, Operations Research/Decision Theory, Management/Business for Professionals, Business Information Systems, Management of Computing and Information Systems