Introduction to Service Engineering

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