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Service Science: The Foundations of Service Engineering and Management

ISBN: 978-1-118-10823-9
336 pages
July 2014
Service Science: The Foundations of Service Engineering and Management (111810823X) cover image


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

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

Utilizing a combined theoretical and practical approach to discuss service science, Service Science: The Foundations of Service Engineering and Management also features:

  • Case studies to illustrate how the presented theories and design principles are applied in practice to the definitions of fundamental service laws, including service interaction and socio-technical natures
  • Computational thinking and system modeling such as abstraction, digitalization, holistic perspectives, and analytics
  • Plentiful examples of service organizations such as automobile after-sale services, global project management networks, and express delivery services
  • An interdisciplinary emphasis that includes integrated approaches from the fields of mathematics, engineering, industrial engineering, business, operations research, and management science
  • A detailed analysis of the key concepts and body of knowledge for readers to master the foundations of service management

Service Science: The Foundations of Service Engineering and Management is an ideal reference for practitioners in the contemporary service engineering and management field as well as researchers in applied mathematics, statistics, business/management science, operations research, industrial engineering, and economics. The book is also appropriate as a text for upper-undergraduate and graduate-level courses in industrial engineering, operations research, and management science as well as MBA students studying service management.

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Table of Contents

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

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Author Information

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.

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