Service Science: Research and Innovations in the Service Economy

Handbook of Service Science

Editors: Maglio, Paul P., Kieliszewski, Cheryl A., Spohrer, James C. (Eds.)

  • Approaches Service Science as a coherent discipline and as a family of research programs, in a full-length research article format
  • Provides a compendium of perspectives from engineering, science, business and legal, both academic and practical
  • Includes contributions from an acclaimed pool of experts from industry and academia
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eBook $169.00
price for USA (gross)
  • ISBN 978-1-4419-1628-0
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $219.00
price for USA
  • ISBN 978-1-4419-1627-3
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $219.00
price for USA
  • ISBN 978-1-4614-2594-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

Traditional service sectors encompass a wide variety of industries ranging from transportation, retail and healthcare to entertainment, banking, and insurance. As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems.

This seminal reference considers Service Science to be the study of value co-creation, and finds abundant common elements and themes, common concerns and approaches that converge on this central, real-world phenomena. Handbook of Service Science takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research.

Handbook of Service Science provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

List of contributors includes:

Melissa A. Akaka.- John Bailey.- Guruduth Banavar.- Rahul C. Basole.- William J. Baumol.- Gaurav Bhalla.- Mary Jo Bitner.- Jeannette Blomberg.- David E. Bowen.- John R. Bryson.- Richard B. Chase.- Henry Chesbrough.- Eng K. Chew.- Daniel Connors.- Peter W. Daniel.- Andrew Davies.- Faridah Djellal.- Bo Edvardsson.- Shelley Evenson.- Ray P. Fisk.- Faïz Gallouj.- Susanne Glissmann.- Robert J. Glushko.- Michael Gorma.- Michael Gregory.- Dwayne D. Gremler.- Steve J. Grove.- Gerhard, Gudergan.- Evert Gummesson.- Anders Gustafsson.- Alan Hartman.- James L. Heskett.- Kazuyoshi Hidaka.- Barbara Jones.- Uday S. Karmarkar.- Per Kristensson.- Robert F. Lusch.- Linda Macaulay.- Richard Metters.- Ian Miles.- Aleksandra Mojsilovic.- Claire Moxham.- Rogelio Oliva.- Lakshmish Ramaswamy.- Guangjie Ren.- William B. Rouse.- Roland T. Rust.- Scott E. Sampson.- Pamela Samuelson.- Jorge Sanz.- W. Earl Sasser Jr.- Benjamin Schneider.- Carl J. Schramm.- John D. Sterman.- Stephen L. Vargo.- Lars Witell.- Valarie Zeithaml.- Anatoly Zherebtsov

Reviews

From the reviews:

“This handbook can be considered as an ultimate handbook of service research that one should read and have. … this is an easy-to-read book that provides a rich set of both strong theoretical background and industry evidence of the relatively new and dynamically emerging approach of SSMED for studying service. … the book is ideal to both new and mature researchers in the field of service research. … a useful reading for researchers, academics, and professionals involved and interested in service research.” (Marianna Sigala, Journal of Consumer Marketing, Vol. 28 (5), 2011)

Table of contents (32 chapters)

  • Introduction

    Maglio, Paul P. (et al.)

    Pages 1-8

  • Revisiting “Where Does the Customer Fit in a Service Operation?”

    Chase, Richard B.

    Pages 11-17

  • The Service Profit Chain

    Heskett, James L. (et al.)

    Pages 19-29

  • Winning the Service Game

    Schneider, Benjamin (et al.)

    Pages 31-59

  • Customer Equity

    Rust, Roland T. (et al.)

    Pages 61-78

Buy this book

eBook $169.00
price for USA (gross)
  • ISBN 978-1-4419-1628-0
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $219.00
price for USA
  • ISBN 978-1-4419-1627-3
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $219.00
price for USA
  • ISBN 978-1-4614-2594-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Handbook of Service Science
Editors
  • Paul P. Maglio
  • Cheryl A. Kieliszewski
  • James C. Spohrer
Series Title
Service Science: Research and Innovations in the Service Economy
Copyright
2010
Publisher
Springer US
Copyright Holder
Springer-Verlag US
eBook ISBN
978-1-4419-1628-0
DOI
10.1007/978-1-4419-1628-0
Hardcover ISBN
978-1-4419-1627-3
Softcover ISBN
978-1-4614-2594-6
Series ISSN
1865-4924
Edition Number
1
Number of Pages
XXVIII, 758
Topics