Introduction to Service Engineering
Gavriel Salvendy (Editor) (Purdue Univ.), Waldemar Karwowski
ISBN: 978-0-470-38241-7
Hardcover
672 pages
January 2010, ©2010

Wiley List Price:

US $145.00

Preface.
Contributor.
I Introduction.
1 Service Science: Toward a Smarter Planet (J. Spohrer and P. P. Maglio).
2 A Unified Service Theory (S. E. Sampson).
3 Work in the Service Economy (J. Blomberg).
II Service Enterprises.
4 Development of Hybrid Solutions-A Challenge for Organizations in a Competitive Environment (K. J. Zink, T. Baudach, and M. Kramp).
5 Enterprise Value Creation in the Global Service Economy (A. Herman).
6 Architecture of Service Organizations (M. Cases, D. A. Bodner, and B. Mutnury).
7 Service Enterprise Modeling (Y. Yih and A. Chaturvedi).
8 Applying the Methods of Systems Engineering to Services Engineering (M. R. Mott).
III Service Design.
9 Customer-Centered Design of Service Organizations (W. Karwowski, G. Salvendy, and T. Ahram).
10 Design of Service-Oriented Architecture (SOA) (L.-J. Zhang and F. Bernardini).
11 Design of Collaborative e-Service Systems (H. S. Ko and S. Y. Nof).
12 New Service Development Process (K. J. Kim and T. Meiren).
13 A Methodology for Designing Services: A Modeling Method, Design Method, CAD Tool, and Their Industrial Applications (T. Sakao, E. Sundin, M. Lindahl, and Y. Shimomura).
IV Service Operations.
14 Service Operations and Management (S. McLaughlin).
15 A Service Perspective of Marketing, Operations, and Value Creation (M. A. Akaka, S. L. Vargo, and R. F. Lusch).
16 Service Processes (P. Lillrank).
17 Service Call Centers: Design and Operation (R. Feinberg and C. Briggs).
V Customer Service and Service Quality.
18 Lean Service (F. Voehl and A. Elshennawy).
19 Designing for Service: Creating an Experience Advantage (S. Evenson and H. Dubberly).
20 Complaint Management (B. Stauss and W. Seidel).
21 Integrating Service Quality and Human Factors (C. Drury).
VI Web Services.
22 Designing Web-Based Services (N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis).
23 Web Service Technology (C. Pautasso).
24 The Development of Web-Based Services (N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis).
25 Global e-Organization (N. Dholakia and R. R. Dholakia).
VII Innovation in Service Systems.
26 The Evolution of Service Engineering-Toward the Implementation of Designing Integrative Solutions (H. Luczak and G. Gudergan).
27 Managing Service Innovation (J. Tidd and F. Hull).
28 Streamlining the Delivery of Complex SOA Solutions with Global Resources (K. Ratakonda, Y.-M. Chee, D. Oppenheim, and F. Bernardini).
29 Technology Transfer Streams in Service Industry (W. M. Grudzewski and I. K. Hejduk).
Index.
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