Handbook of Service Science, Volume II, 1st ed. 2019 Service Science: Research and Innovations in the Service Economy Series
The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context.
The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today?s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume.
The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems?On the Nature of Service Interactions; 3) Service Ecosystems?On the Broad Context of Service; 4) Challenges?On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society.
Handbook of Service Science, Volume II offers a thorough 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.
Cheryl Kieliszewski is a Research Staff Member at IBM Research - Almaden. She has extensive research and applied human factors engineering experience investigating human behavior and expectations, and the implication of these on technology and service design. Her research focuses on understanding the impact of team practices on technological and organizational design to inform the human-system relationship definition within service systems. Cheryl received her Ph.D. from Virginia Tech in Industrial and Systems Engineering for Human Factors. Her professional accomplishments include several issued patents, published papers, speaker, and serving as a co-editor of the inaugural "Handbook of Service Science".
Jim Spohrer directs IBM’s open source Artificial Intelligence (AI) efforts. Previously at IBM, he led Global University Programs, co-founded Almaden Service Research, and was CTO Venture Capital Group. After his MIT BS in Physics, he developed speech recognition systems at Verbex, an Exxon company, before receiving his Yale PhD in Computer Science/Artificial Intelligence. In the 1990’s, he attained Apple Computers’ Distinguished Engineer Scientist and Technology title for next generation learning platforms. With over ninety publications and nine patents, he won the Gummesson Service Research award, Vargo and Lusch Service-Dominant Logic award, and a PICMET Fellow for advancing service science.
Kelly Lyons is an Associate Professor and Associate Dean, Academic in the
Goes beyond the basics of the first volume to show service science in practice, embedded in real-world applications and examples, and in use in the global research community
Reflects the growth of collaborative economy (peer to peer) to the growth of cognitive and smart service systems to the growth of servitization of manufacturing
Features the research of younger, next generation researchers and academics, and explores the emergence of this new field through the eyes of today's new service scientists, revealing how we see the value and grand challenges emerging from the integration of theories, methods, and techniques
Suitable practitioners working on service innovations (how advanced technologies reshape the service landscape), policy makers, executive business leaders, and in higher education, for students studying innovation across disciplines
Date de parution : 02-2019
Ouvrage de 837 p.
15.5x23.5 cm
Date de parution : 10-2018
Ouvrage de 837 p.
15.5x23.5 cm
Thème de Handbook of Service Science, Volume II :
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