Handbook of Service Science
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1 Paul P. Maglio Cheryl A. Kieliszewski James C. Spohrer Editors Handbook of Service Science Foreword by Carl J. Schramm and William J. Baumol 4y Springer
2 Table of Contents Foreword ix Carl J. Schramm and William J. Baumol Preface Contributors xiii xv Introduction: Why a Handbook? 1 Paul P. Maglio, Cheryl A. Kieliszewski, and James C. Spohrer Part 1: Context: Origins Revisiting "Where Does the Customer Fit in a Service Operation?" Background and Future Development of Contact Theory 11 Richard B. Chase The Service Profit Chain: From Satisfaction to Ownership 19 James L. Heskett and W. Earl Sasser, Jr. Winning the Service Game: Revisiting the Rules by Which People Co-Create Value 31 Benjamin Schneider and David E. Bowen Customer Equity: Driving the Value of the Firm by Increasing the Value of Customers 61 Roland T. Rust and Gaurav Bhalla Service Worlds: The 'Services Duality' and the Rise of the 'Manuservice' Economy 79 John R. Bryson and Peter W. Daniels
3 vi Table of Contents Part 2: Context: Theory The Unified Service Theory: A Paradigm for Service Science 107 Scott E. Sampson Advancing Service Science with Service-Dominant Logic: Clarifications and Conceptual Development 133 Stephen L. Vargo, Robert F. Lusch, and Melissa A. Akaka Toward a Science of Service Systems: Value and Symbols 157 James C. Spohrer and Paul P. Maglio Part 3: Research and Practice: Design Technology's Impact on the Gaps Model of Service Quality 197 Mary Jo Bitner, Valarie A. Zeithaml, and Dwayne D. Gremler Seven Contexts for Service System Design 219 Robert J. Glushko Business Architectures for the Design of Enterprise Service Systems 251 Susanne Glissmann and Jorge Sanz A Service Practice Approach: People, Activities and Information in Highly Collaborative Knowledge-based Service Systems 283 Cheryl A. Kieliszewski, John H. Bailey, and Jeanette Blomberg Part 4: Research and Practice: Operations The Neglect of Service Science in the Operations Management Field Richard Metters Death Spirals and Virtuous Cycles: Human Resource Dynamics in Knowledge-Based Services 321 Rogelio Oliva and John D. Sterman
4 Table of Contents vii Service Science: A Reflection from Telecommunications Service Perspective 359 Eng K. Chew Service Engineering: Multiperspective and Interdisciplinary Framework for New Solution Design 387 Gerhard Gudergan Part 5: Research and Practice: Delivery The Industrialization of Information Intensive Services 419 Uday S. Karmarkar Workforce Analytics for the Services Economy 437 Aleksandra Mojsilovic and Daniel Connors Understanding Complex Product and Service Delivery Systems 461 William B. Rouse and Rahul C. Basole A Formal Model of Service Delivery 481 Guruduth Banavar, Alan Hartman, Lakshmish Ramaswamy, and Anatoly Zherebtsov Part 6: Research and Practice: Innovation Service Innovation 511 Ian Miles Innovation in Services and Entrepreneurship: Beyond Industrialist and Technologist Concepts of Sustainable Development 535 Faridah Djellal and FaTz Gallouj Service Innovation and Customer Co-development 561 Bo Edvardsson, Anders Gustafsson, Per Kristensson and Lars Witell Advancing Services Innovation: Five Key Concepts 579 Henry Chesbrough and Andrew Davies
5 viii Table of Contents What Effects Do Legal Rules Have on Service Innovation? 603 Pamela Samuelson Part 7: Future The Future of Service Is Long Overdue 625 Evert Gummesson The Evolution and Future of Service: Building and Broadening a Multidisciplinary Field 643 Raymond P. Fisk and Stephen J. Grove Trading Zones, Normative Scenarios, and Service Science 665 Michael E. Gorman The Cambridge-IBM SSME White Paper Revisited 677 James C. Spohrer, Mike Gregory, and Guangjie Ren Service Science, Management, and Engineering in Japan 707 Kazuyoshi Hidaka Innovation and Skills: Future Service Science Education 717 Linda Macaulay, Claire Moxham, Barbara Jones, and Ian Miles Author Index Subject Index 755
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