Waldemar Karwowski

Introduction to Service Engineering

Herausgeber: Salvendy, Gavriel

• Gebundenes Buch

Produktbeschreibung

Industrial Engineering

What you need to know to engineer the global service economy.

As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role.

The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems.

Readers explore such key aspects of service engineering as:
The role of service science in developing a smarter planet
Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services
Service design, including collaborative e-service systems and the new service development process
Service operations and management, including service call centers
Service quality, from design operations to customer relations
Web-based services and technology in the global e-organization
Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams

With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.

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Produktdetails

• Verlag: Wiley & Sons
• 1. Auflage
• Seitenzahl: 672
• Erscheinungstermin: 1. Januar 2010
• Englisch
• Abmessung: 242mm x 197mm x 45mm
• Gewicht: 1266g
• ISBN-13: 9780470382417
• ISBN-10: 0470382414
• Artikelnr.: 27870753

Autorenporträt

GAVRIEL SALVENDY is a professor emeritus at Purdue University and the Chair Professor and head of the Department of Industrial Engineering at Tsinghua University, Beijing, China. He is a member of the National Academy of Engineering. He also has written and edited thirty books, including Handbook of Industrial Engineering and Handbook of Human Factors and Ergonomics, both published by Wiley. www.ie.tsinghua.edu.cn/Salvendy WALDEMAR KARWOWSKI is a professor and the Chair of the Department of Industrial Engineering and Management Systems at the University of Central Florida. He is the editor of over forty books, including Organization and Management of Advanced Manufacturing and Design of Work and Development of Personnel in Advanced Manufacturing, both published by Wiley. www.iems.ucf.edu/about/faculty/karwowski.html

Inhaltsangabe

Preface vi
Contributor viii
I Introduction 1
1 Service Science: Toward a Smarter Planet 3
J. Spohrer and P. P. Maglio
2 A Unified Service Theory 31
S. E. Sampson
3 Work in the Service Economy 48
J. Blomberg
II Service Enterprises 71
4 Development of Hybrid Solutions-A Challenge for Organizations in a
Competitive Environment 73
K. J. Zink, T. Baudach, and M. Kramp
5 Enterprise Value Creation in the Global Service Economy 100
A. Herman
6 Architecture of Service Organizations 109
M. Cases, D. A. Bodner, and B. Mutnury
7 Service Enterprise Modeling 135
Y. Yih and A. Chaturvedi
8 Applying the Methods of Systems Engineering to Services Engineering 159
M. R. Mott
III Service Design 177
9 Customer-Centered Design of Service Organizations 179
W. Karwowski, G. Salvendy, and T. Ahram
10 Design of Service-Oriented Architecture (SOA) 207
L.-J. Zhang and F. Bernardini
11 Design of Collaborative e-Service Systems 227
H. S. Ko and S. Y. Nof
12 New Service Development Process 253
K. J. Kim and T. Meiren
13 A Methodology for Designing Services: A Modeling Method, Design Method,
CAD Tool, and Their Industrial Applications 268
T. Sakao, E. Sundin, M. Lindahl, and Y. Shimomura
IV Service Operations 295
14 Service Operations and Management 297
S. McLaughlin
15 A Service Perspective of Marketing, Operations, and Value Creation 316
M. A. Akaka, S. L. Vargo, and R. F. Lusch
16 Service Processes 338
P. Lillrank
17 Service Call Centers: Design and Operation 365
R. Feinberg and C. Briggs
V Customer Service and Service Quality 379
18 Lean Service 381
F. Voehl and A. Elshennawy
19 Designing for Service: Creating an Experience Advantage 403
S. Evenson and H. Dubberly
20 Complaint Management 414
B. Stauss and W. Seidel
21 Integrating Service Quality and Human Factors 433
C. Drury
VI Web Services 445
22 Designing Web-Based Services 447
N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis
23 Web Service Technology 488
C. Pautasso
24 The Development of Web-Based Services 502
N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis
25 Global e-Organization 533
N. Dholakia and R. R. Dholakia
VII Innovation in Service Systems 545
26 The Evolution of Service Engineering-Toward the Implementation of
Designing Integrative Solutions 547
H. Luczak and G. Gudergan
27 Managing Service Innovation 576
J. Tidd and F. Hull
28 Streamlining the Delivery of Complex SOA Solutions with Global Resources
602
K. Ratakonda, Y.-M. Chee, D. Oppenheim, and F. Bernardini
29 Technology Transfer Streams in Service Industry 621
W. M. Grudzewski and I. K. Hejduk
Index 645