The Science of Service Systems

The Science of Service Systems intends to stimulate discussion and understanding by presenting theory-based research with actionable results. Most of the articles focus on formalizing the theoretical foundations for a science of service systems, examining a wide range of substantive issues and implementations related to service science from various perspectives. From the formal (ontologies, representation specifications, decision-making and maturity models) to the informal (analysis frameworks, design heuristics, anecdotal observations), these contributions provide a snapshot in time of the gradually emerging scientific understanding of service systems. The Science of Service Systems, along with its companion text, Service Systems Implementation, is designed to present multidisciplinary and multisectoral perspectives on the nature of service systems, on research and practice in service, and on the future directions to advance service science. These two volumes compose a collection of articles from those involved in the emerging area known as service science.

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

[2]  Jürgen Klüver.  The Dynamics and Evolution of Social Systems: New Foundations of a Mathematical Sociology , 2010 .

[3]  Ludwig von Bertalanffy,et al.  The History and State of General Systems Theory , 1972 .

[4]  Sergio Barile,et al.  The 2011 Naples Forum on Service: Service-Dominant Logic, Service Science, and Network Theory , 2009 .

[5]  Linda G. Sprague,et al.  Evolution of the field of operations management , 2007 .

[6]  K. Popper.  Objective Knowledge: An Evolutionary Approach , 1972 .

[7]  E. Cohen,et al.  Boltzmann and Einstein: Statistics and dynamics — An unsolved problem , 2005 .

[8]  R. B. Chase,et al.  The Service Factory , 1988 .

[9]  C. Prahalad,et al.  The New Frontier of Experience Innovation , 2003 .

[10]  Steve Evans,et al.  Succeeding through service innovation : a service perspective for education, research, business and government , 2008 .

[11]  Richard C. Anderson.  How to Construct Achievement Tests to Assess Comprehension , 1972 .

[12]  J. Ziman.  Real Science: What It Is and What It Means , 2000 .

[13]  Eliyahu M. Goldratt,et al.  Theory of Constraints , 1990 .

[14]  Mark M. Davis,et al.  Service science: Catalyst for change in business school curricula , 2008, IBM Syst. J..

[15]  G. Hamel.  The Future of Management , 2007 .

[16]  R. Ramírez.  Value co-production: intellectual origins and implications for practice and research , 1999 .

[17]  Harald Schumny,et al.  Next generation , 2005, Comput. Stand. Interfaces.

[18]  P. Henle,et al.  The status of emergence , 1942 .

[19]  Charles M. Tiebout.  A Pure Theory of Local Expenditures , 1956, Journal of Political Economy.

[20]  Fremont E. Kast,et al.  General Systems Theory: Applications for Organization and Management , 1972 .

[21]  R B Chase,et al.  Where does the customer fit in a service operation? , 1978, Harvard business review.

[22]  Stephen L. Vargo,et al.  Service-dominant logic: continuing the evolution , 2008 .

[23]  Joshua M. Epstein.  Agent-based computational models and generative social science , 1999 .

[24]  Stafford Beer,et al.  The Viable System Model : its provenance , development , methodology and pathology * Stafford Beer = President of the World Organization for Systems and Cybernetics , 2000 .

[25]  James A. Fitzsimmons,et al.  Service Management: Operations, Strategy, and Information Technology , 1997 .

[26]  Chun-Hsien Liu,et al.  Revisit service classification to construct a customer‐oriented integrative service model , 2008 .

[27]  Mike P. Papazoglou,et al.  Service oriented architectures: approaches, technologies and research issues , 2007, The VLDB Journal.

[28]  R. B. Chase,et al.  Designing the Soft Side of Customer Service , 2010 .

[29]  Peter Checkland,et al.  Systems Thinking, Systems Practice , 1981 .

[30]  G. D. N. Worswick,et al.  The Service Economy. , 1969 .

[31]  G. M. Jenkins,et al.  Stochastic Service Systems. , 1964 .

[32]  Francesco Polese,et al.  B2B is Not an Island , 2009 .

[33]  R. B. Chase,et al.  Want to perfect your company's service? Use behavioral science. , 2001, Harvard business review.

[34]  Haluk Demirkan,et al.  SERVICE ORIENTED TECHNOLOGY MANAGEMENT TO IMPROVE ORGANIZATIONAL AGILITY , 2009 .

[35]  R. Normann,et al.  From value chain to value constellation: designing interactive strategy. , 1993, Harvard business review.

[36]  D. Daryl Wyckoff,et al.  Management of service operations: Text, cases, and readings , 1978 .

[37]  A. Payne,et al.  Managing the co-creation of value , 2008 .

[38]  Stephen L. Vargo,et al.  Evolving to a New Dominant Logic for Marketing , 2004 .

[39]  Uday M. Apte,et al.  A history of research in service operations: What's the big idea? , 2007 .

[40]  J. H. Gilmore,et al.  Welcome to the experience economy. , 1998, Harvard business review.

[41]  B. Latour.  Science in Action , 1987 .

[42]  Jeanette Blomberg,et al.  Negotiating meaning of shared information in service system encounters , 2008 .

[43]  C. Grönroos.  The perceived service quality concept – a mistake? , 2001 .

[44]  Clayton M. Christensen,et al.  Disruptive Technologies: Catching the Wave , 1995 .

[45]  Paul P. Maglio,et al.  Service systems, service scientists, SSME, and innovation , 2006, CACM.

[46]  Paul P. Maglio,et al.  The service system is the basic abstraction of service science , 2009, Inf. Syst. E Bus. Manag..

[47]  Peter K. Mills,et al.  Perspectives on the Technology of Service Operations , 1982 .

[48]  R. Lipsey,et al.  The General Theory of Second Best , 1956 .

[49]  A. Parasuraman,et al.  Building a New Academic Field-- The Case of Services Marketing , 1993 .

[50]  Arthur B. Markman,et al.  Knowledge Representation , 1998 .

[51]  P. Maglio,et al.  The Emergence of Service Science: Toward Systematic Service Innovations to Accelerate Co‐Creation of Value , 2008 .

[52]  James C. Spohrer,et al.  Service Systems Implementation , 2011 .