Overview
- Lays the groundwork for a universal presentation of the term service
- Features a mixture of empirical research as well as cases studies and actual tools/exercises to ensure the link between research and practice
- Holistic overview of service design and development
- Written by leading researchers and practitioners.
- Includes supplementary material: sn.pub/extras
Part of the book series: Service Science: Research and Innovations in the Service Economy (SSRI)
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Table of contents (11 chapters)
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Front Matter
Keywords
- Information Supply chain
- SSME
- Service Science
- Service-oriented information Systems
- knowledge economy
- product service systems
- service delivery
- service design
- service economy
- service engineering
- service implementation
- service innovation
- service networks
- service requirements
- servitization
- smart Services
- value co-creation
About this book
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations.
While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Reviews
From the reviews:
“This book is for … organization that wants to design customer-centric service delivery. … This book moves to a new level, describing in detail the elements of the emerging discipline of service science. It is an outstanding contribution to the field, and should be required reading for marketing and operations leaders for organizations.” (Ernest Hughes, ACM Computing Reviews, June, 2011)
Editors and Affiliations
Bibliographic Information
Book Title: Service Design and Delivery
Editors: Mairi Macintyre, Glenn Parry, Jannis Angelis
Series Title: Service Science: Research and Innovations in the Service Economy
DOI: https://doi.org/10.1007/978-1-4419-8321-3
Publisher: Springer New York, NY
eBook Packages: Computer Science, Computer Science (R0)
Copyright Information: Springer Science+Business Media, LLC 2011
Hardcover ISBN: 978-1-4419-8320-6Published: 12 April 2011
Softcover ISBN: 978-1-4614-2856-5Published: 28 May 2013
eBook ISBN: 978-1-4419-8321-3Published: 02 April 2011
Series ISSN: 1865-4924
Series E-ISSN: 1865-4932
Edition Number: 1
Number of Pages: XXII, 170
Topics: Management of Computing and Information Systems, Management, Operations Research/Decision Theory, IT in Business