Perspective: technology management in the service sector

This paper reports out of the symposium on 'Technology Management in the Service Sector' which was held as a part of Portland International Conference on Management of Engineering and Technology in 2007. The objectives of the symposium were: to explore how technology management research and education can contribute to the evolving field of services science, management and engineering; to define a research agenda for the field of engineering and technology management that addresses the critical needs of the evolving service economy and to discuss needed funding structures and programs to foster service oriented research. We tackled these issues in two ways. First, the key leaders from academia, industry and government presented the critical issues and challenges that presently exist. Then, small groups analysed the selected topics in depth. We identified three main components of service science: value, people and technology, and explored how researchers in the field of technology management would tackle this new phenomenon.

[1]  R. Schmenner,et al.  On theory in operations management , 1998 .

[2]  C. Grönroos.  Marketing services: the case of a missing product , 1998 .

[3]  Mohan V. Tatikonda,et al.  New service development: areas for exploitation and exploration , 2002 .

[4]  Berlin Wu,et al.  On the benefits of industrial network: a new approach with market survey and fuzzy statistical analysis , 2005, Fourth Annual ACIS International Conference on Computer and Information Science (ICIS'05).

[5]  Christopher McDermott,et al.  A framework for technology management in services , 2001, IEEE Trans. Engineering Management.

[6]  Juhnyoung Lee.  Services sciences, management, and engineering , 2007, DEECS '07.

[7]  Xinjun Zhao,et al.  Integrated TRIZ and Six Sigma theories for service/process innovation , 2005, Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005..

[8]  Marc Opitz,et al.  When innovating services, are 12 Ps enough? Towards a design oriented framework , 2008, Int. J. Serv. Technol. Manag..

[9]  Bendik Bygstad,et al.  ICT based service innovation – A challenge for project management , 2009 .

[10]  Sandra A. Slaughter,et al.  Legitimizing SSME in Academia: Critical Considerations and Essential Actions , 2008 .

[11]  Sue Vaux Halliday,et al.  The power of myth in impeding service innovation : A perspective gained from analysis of service providers' narratives , 2008 .

[12]  U. Lichtenthaler.  Integrated Roadmaps for Open Innovation , 2008 .

[13]  Luis Rubalcaba,et al.  Shaping R&D and services innovation in Europe , 2008, Int. J. Serv. Technol. Manag..

[14]  James C. Spohrer,et al.  A research manifesto for services science , 2006, CACM.

[15]  Michael W. Usrey,et al.  A new plank in the platform: object-oriented extensions to platform R&D , 2000, Proceedings of the 2000 IEEE Engineering Management Society. EMS - 2000 (Cat. No.00CH37139).

[16]  A. Kameoka,et al.  "Services Science" and Services Layer Added Strategic Technology Roadmapping , 2006, 2006 Technology Management for the Global Future - PICMET 2006 Conference.

[17]  James H. Love,et al.  Innovation, productivity and growth in US business services: a firm-level analysis , 2008 .

[18]  Benjamin Yen,et al.  A generic model and design representation technique of service products , 2002 .

[19]  Michael Goul,et al.  Database Schema Design for a Web Services Supply Chain Manager: Requirements and Proposed Infrastructure , 2005, Inf. Syst. Frontiers.

[20]  John A. Buzacott,et al.  Service system structure , 2000 .

[21]  A. Maritz.  Enhancing Service Quality Through Integrated Services Marketing , 2006, 2006 IEEE International Conference on Service Operations and Logistics, and Informatics.

[22]  Ian T. Foster.  Services for Science , 2008, ICSOC.

[23]  Michael Goul,et al.  An interorganizational knowledge-sharing security model with breach propagation detection , 2007, Inf. Syst. Frontiers.

[24]  L. Araujo,et al.  Services, products, and the institutional structure of production , 2006 .

[25]  Robert J. Kauffman,et al.  Service-oriented technology and management: Perspectives on research and practice for the coming decade , 2008, Electron. Commer. Res. Appl..

[26]  Pim den Hertog,et al.  Is there a rationale for services R&D and innovation policies? , 2008, Int. J. Serv. Technol. Manag..

[27]  T. Daim,et al.  Defining the Research Agenda: Technology Management as a Contributor to Service Sciences, Management and Engineering , 2008 .

[28]  Mary Jo Bitner,et al.  Services Marketing: Integrating Customer Focus Across the Firm , 1996 .

[29]  Mary Jo Bitner,et al.  The evolution and discovery of services science in business schools , 2006, CACM.

[30]  Timothy W. Simpson,et al.  Product platform design and customization: Status and promise , 2004, Artificial Intelligence for Engineering Design, Analysis and Manufacturing.

[31]  Arnold Reisman.  Technology management: a brief review of the last 40 years and some thoughts on its future , 1994 .

[32]  Daniel Berg,et al.  Auditing entrepreneurial service innovations , 2004, Int. J. Serv. Technol. Manag..

[33]  Michael Goul,et al.  Process and Services Fusion impact Assessment: SSME Findings from industry Collaboration and the need for Competency Centers , 2008 .

[34]  Pia Hurmelinna-Laukkanen,et al.  Protecting Service Innovations against Imitation The Case of Mobile TV , 2008, Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008).

[35]  Roy Want,et al.  An introduction to RFID technology , 2006, IEEE Pervasive Computing.

[36]  Ping Jiang,et al.  A process model for application of TRIZ , 2007, 2007 IEEE International Conference on Industrial Engineering and Engineering Management.

[37]  S. Wei,et al.  Fear of Service Outsourcing: Is it Justified? , 2004, SSRN Electronic Journal.

[38]  Robert J. Glushko,et al.  Designing a service science discipline with discipline , 2008, IBM Syst. J..

[39]  Daniel Berg,et al.  Technology in the service development process: a missing dimension , 2007, Int. J. Serv. Technol. Manag..

[40]  Fred Phillips,et al.  THE PRODUCT IS DEAD: LONG LIVE THE PRODUCT-SERVICE! , 1999 .

[41]  Guoliang Li,et al.  A Process Model for Product Platform Design , 2006, 2006 IEEE International Conference on Management of Innovation and Technology.

[42]  Michael Goul,et al.  AMCIS 2006 Panel Summary: Towards the Service Oriented Enterprise Vision: Bridging Industry and Academics , 2006, Commun. Assoc. Inf. Syst..

[43]  Daniel Berg,et al.  Role and impact of 'technology' in the service development process: a research study , 2008, Int. J. Serv. Technol. Manag..

[44]  Thomas W. Zimmerer,et al.  Essentials of Entrepreneurship and Small Business Management , 1997 .

[45]  Mary Jo Bitner,et al.  Services Science Journey: Foundations, Progress, and Challenges , 2008 .

[46]  Paul P. Maglio,et al.  Steps Toward a Science of Service Systems , 2007, Computer.

[47]  Jon Sundbo,et al.  Customer-based innovation of knowledge e-services: the importance of after-innovation , 2008, Int. J. Serv. Technol. Manag..

[48]  Russell Korte,et al.  Applying Scenario Planning Across Multiple Levels of Analysis , 2008 .

[49]  U. Karmarkar.  Will you survive the services revolution? , 2004, Harvard business review.

[50]  Faridah Djellal,et al.  A model for analysing the innovation dynamic in services: the case of 'assembled' services , 2008, Int. J. Serv. Technol. Manag..

[51]  Kanliang Wang,et al.  Researches on the relationship between mechanism of service innovation and knowledge creation in the alliance network , 2007, 2007 IEEE International Conference on Industrial Engineering and Engineering Management.

[52]  Stephen S. Tax,et al.  Designing and implementing new services: The challenges of integrating service systems , 1997 .