Robin G. Qiu

Service Science

The Foundations of Service Engineering and Management

• Gebundenes Buch

Produktbeschreibung

Features coverage of the service systems lifecycle, includingservice marketing, engineering, delivery, quality control,management, and sustainment

Featuring an innovative and holistic approach, ServiceScience: The Foundations of Service Engineering and Management provides a new perspective of service research and practice. Thebook presents a practical approach to the service systems lifecycleframework, which aids in understanding and capturing market trends;analyzing the design and engineering of service products anddelivery networks; executing service operations; and controllingand managing the service lifecycles for competitive advantage.

Utilizing a combined theoretical and practical approach todiscuss service science, Service Science: The Foundations ofService Engineering and Management also features:

Case studies to illustrate how the presented theories anddesign principles are applied in practice to the definitions offundamental service laws, including service interaction andsocio-technical natures
Computational thinking and system modeling suchas abstraction, digitalization, holistic perspectives, andanalytics
Plentiful examples of service organizations such as automobileafter-sale services, global project management networks, andexpress delivery services
An interdisciplinary emphasis that includes integratedapproaches from the fields of mathematics, engineering, industrialengineering, business, operations research, and managementscience
A detailed analysis of the key concepts and body of knowledgefor readers to master the foundations of service management
Service Science: The Foundations of Service Engineering andManagement is an ideal reference for practitioners in thecontemporary service engineering and management field as well asresearchers in applied mathematics, statistics, business/managementscience, operations research, industrial engineering, andeconomics. The book is also appropriate as a text forupper-undergraduate and graduate-level courses in industrialengineering, operations research, and management science as well asMBA students studying service management.

Produktdetails

• Verlag: Wiley & Sons
• 1. Auflage
• Seitenzahl: 336
• Erscheinungstermin: 28. Juli 2014
• Englisch
• Abmessung: 240mm x 161mm x 22mm
• Gewicht: 665g
• ISBN-13: 9781118108239
• ISBN-10: 111810823X
• Artikelnr.: 40547874

Autorenporträt

ROBIN G. QIU, PhD, is Professor of Information Science at The Pennsylvania State University. Dr. Qiu has published more than 60 journal publications, and his research interests include service science and systems; business analytics; social business; service operations and management; information systems and integration; and control and management of manufacturing systems.

Inhaltsangabe

Foreword xiii James C. Spohrer Foreword xv Richard C. Larson Preface xix
Acknowledgments xxv 1. Evolving and Holistic View of Service 1 1.1 What Is
Service? 1 1.2 Different Perspectives on Service 4 1.3 The Lifecycle of
Service 5 1.4 Service Encounters Throughout the Lifecycle of Service 8 1.5
The Economic Globalization 14 1.6 The Evolving and Holistic View of Service
20 1.7 Summary 29 References 29 2. Definition of Service 32 2.1 From
Manufacturing to Service: The Economic Shift 33 2.2 Total Service
Lifecycle: The Service Provider's Perspective 44 2.3 A Service Definition
for This Book 52 2.4 Final Remarks 58 References 58 3. The Need for the
Science of Service 61 3.1 A Brief Review of the Evolution of Service
Research 62 3.2 Service as a Process of Transformation 64 3.3 Formation of
Service Encounters Networks 67 3.4 Inherent Nature of Sociotechnical
Service Systems 71 3.5 Digitalization of Service Systems 74 3.6 An
Innovative Approach to Developing Service Science 79 3.6.1 Service Value
Chains in the Service Encounter Perspective 79 3.6.2 A Systemic and
Lifecycle Approach to Exploring Service 83 References 88 4. Service Science
Fundamentals 92 4.1 The Fundamental Laws of Service: A Systemic Viewpoint
93 4.1.1 Newton's Three Laws of Motion 94 4.1.2 The Three Fundamental Laws
of Service: The Newtonian Approach 96 4.1.3 A Systemic View of the
Fundamental Laws of Service 99 4.2 The Service Encounter Sociophysics 104
4.2.1 The Service Encounter Dynamics of a Service System 105 4.2.2 The Laws
of Service for Service Encounters 108 4.2.3 Service as a Value Cocreation
Process: From SMART to SMARTER 111 4.3 Service Science: A Promising
Interdisciplinary Field 115 4.4 Final Remarks 122 References 123 5.
Organizational and IT Perspectives of Service Systems and Networks 127 5.1
Service as an Offering of a Service System 129 5.1.1 Service Business
Strategy and Planning 132 5.1.2 Service Marketing 134 5.1.3 Service Design
and Engineering 135 5.1.4 Service Delivery, Operations, and Management 135
5.2 Putting People First 137 5.2.1 The Digitalization Approach to Capture
People's Behavioral Dynamics 139 5.2.2 Supplementary Approaches to Capture
People's Behavioral Dynamics 140 5.2.3 Putting People First 141 5.3
Controllable and Tractable Service Systems in Pursuit of Smarter Operations
142 5.3.1 Overview of Enterprise Service Computing 143 5.3.2
Service-Oriented Architecture 145 5.3.3 Component Process Model 146 5.3.4
Business Process Management 148 5.4 Competitiveness, Sustainability, and
Innovation: Systems Approaches to Explore the Sociotechnical Natures of
Service Systems and Networks 149 5.5 Final Remarks 152 Acknowledgment 155
References 155 6. Computational Thinking of Service Systems and Networks
158 6.1 Monitoring and Capturing People-Centric Service Network Dynamics in
Real Time 159 6.1.1 Computational Thinking of Service Systems and Networks:
A Necessity in Service Science 161 6.1.2 Big Data in Support of
Computational Thinking of Service Systems and Networks 162 6.2
Computational Thinking of Service Systems and Networks 163 6.3 Modeling of
a Configurable and Competitive Service System 164 6.3.1 The Systemic View
of a Service System 166 6.3.2 The Dynamics of Processes in a Service System
169 6.3.3 The Dynamics of a Service System 172 6.4 Service Systems'
Performance: Metrics and Measurements 178 6.5 PDGroup as an Exploratory
Example of Service Systems Modeling 182 6.5.1 The Competitiveness of
Service Systems: A Systems Approach 185 6.5.2 The Competitiveness of
Service Systems: A Network Approach 187 6.5.3 Market, Discovery, and
Strategy 190 6.5.4 Design and Development 192 6.5.5 Delivery, Operations,
and Monitoring 194 6.5.6 Optimization and Improvement 194 6.5.7 Final
Remarks on This Exploratory Example 195 6.6 Conclusions 196 Acknowledgment
197 References 197 7. Education as a Service and Educational Service
Systems 199 7.1 Systems of Schooling: Service Science's Perspective 200 7.2
A Quality Control and Management Case Study for Resident Education: The
Systems Perspective 203 7.2.1 A Typical System-Based Empirical Approach to
Explore a Service System 204 7.2.2 Questionnaires and Responses 208 7.2.3
Modeling and Analytics 210 7.2.4 Analytics and Decision-Making Supports 213
7.3 Off-Campus Learning: An Example of High School STEM Education
Enhancement 221 7.3.1 A Transformative Education Service System (TESS) 225
7.3.2 Systems Performance Analysis 229 7.3.3 A Goal-Driven Learning System:
Optimization and Improvement 234 7.3.4 Continuously Enhancing STEM
Education 237 7.4 A Lifecycle and Real-Time-Based Approach to Service
Engineering and Management 237 7.5 Summary 239 Acknowledgment 240
References 240 8. Online Education Service and MOOCs 248 8.1 Introduction
250 8.2 A Systemic Approach to Analyze Collaborative Learning 254 8.3
Collaborative Learning Analytics: Part I 257 8.3.1 Data Collection 258
8.3.2 Evaluating Learning Effectiveness 260 8.3.3 Identifying Best
Practices 261 8.3.4 Brief Remarks on Part I of Collaborative Learning
Analytics 266 8.4 Collaborative Learning Analytics: Part II 267 8.4.1
Individual's Profile, Learning Activities, and the Learning Outcomes 267
8.4.2 Pedagogical Engagements and Learning Outcomes in the Network
Perspective 273 8.4.3 Guiding Individual's Participations in Real Time for
Improved Learning Outcomes 278 8.4.4 Brief Remarks on Part II of
Collaborative Learning Analytics 278 8.5 The Significance of This
Illustrated Case Study 281 8.6 Conclusions 281 References 283 9. The
Science of Service Systems and Networks 286 9.1 The Science of Service
Systems and Networks 287 9.1.1 Enhancing the Approaches to Explore Service
Systems and Networks 292 9.1.2 A Pragmatic Approach to Explore Service
Systems 293 9.2 The Science of Service in the Twenty-First Century 295
References 299 Index 301