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2015 | Buch

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Fundamentals of Service Systems

herausgegeben von: Jorge Cardoso, Hansjörg Fromm, Stefan Nickel, Gerhard Satzger, Rudi Studer, Christof Weinhardt

Verlag: Springer International Publishing

Buchreihe : Service Science: Research and Innovations in the Service Economy

Enthalten in: Springer Professional "Wirtschaft+Technik" , Springer Professional "Technik" , Springer Professional "Wirtschaft"

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Über dieses Buch

This textbook addresses the conceptual and practical aspects of the various phases of the lifecycle of service systems, ranging from service ideation, design, implementation, analysis, improvement and trading associated with service systems engineering. Written by leading experts in the field, this indispensable textbook will enable a new wave of future professionals to think in a service-focused way with the right balance of competencies in computer science, engineering, and management.

Fundamentals of Service Systems is a centerpiece for a course syllabus on service systems. Each chapter includes a summary, a list of learning objectives, an opening case, and a review section with questions, a project description, a list of key terms, and a list of further reading bibliography. All these elements enable students to learn at a faster and more comfortable peace.

For researchers, teachers, and students who want to learn about this new emerging science, Fundamentals of Service Systems provides an overview of the core disciplines underlying the study of service systems. It is aimed at students of information systems, information technology, and business and economics. It also targets business and IT practitioners, especially those who are looking for better ways of innovating, designing, modeling, analyzing, and optimizing service systems.

Inhaltsverzeichnis

Frontmatter

1. Foundations

Abstract

This chapter starts by providing evidence of the growing importance of services in our society which was reinforced by recent technological and economic developments. Thereafter, a service definition is presented and discussed in detail to explain the basic principles of services. Concepts from operations management are used to describe services as transformation processes involving resources from both customer and provider. The last section contrasts services with goods and investigates the differences in marketing and management of these distinct economic commodities.

Hansjörg Fromm, Jorge Cardoso

2. Electronic Services

Abstract

Summary This chapter provides an overview of two streams—the automation of activities and programming paradigms—which drove and supported the evolution of electronic services. These services are service systems implemented using important elements from the fields of automation and programming. It presents several classifications to understand the nature of services according to different views. Since services can take various forms, the chapter explains and contrasts electronic services, web services, cloud services, the internet of services, and service-oriented architectures.

Jorge Cardoso, Hansjörg Fromm

3. Service Innovation

Abstract

This chapter gives an introduction to innovation management in a services context. First, basic definitions and types of innovation are presented. The history of service innovation research and its origins in manufacturing innovation are outlined. The main part of this chapter introduces and applies relevant concrete methods that can support projects for new services development. The last section elaborates on the servitization of manufacturing. It emphasizes the importance of services for the manufacturing industry and presents five types of integrated product service offerings.

Marc Kohler, Björn Schmitz, Andreas Neus

4. Service Design

Abstract

This chapter provides an overview of service design as a human-centric approach for creating, describing, and operationalizing new or improved services. It outlines how service design relates to topics such as service innovation and new service development, as well as the key characteristics associated with the concept today. The service design process including a selection of specific methods is introduced and illustrated.

Niels Feldmann, Jorge Cardoso

5. Service Semantics

Abstract

The chapter looks at how to enrich the description of cloud services with semantic knowledge. This enrichment is conducted using Linked USDL (Unified Service Description Language), a service description language built with semantic web technologies. Linked USDL provides a business and technical envelope to describe services’ general information and their Web API. This improves the search and contracting of services over the web. Using the LastFM cloud service as a starting point, the chapter delves into semantic description and explains the development of a Web API build using the REST paradigm to access cloud services pragmatically.

Steffen Stadtmüller, Jorge Cardoso, Martin Junghans

6. Service Analytics

Abstract

Service analytics describes the process of capturing, processing, and analyzing the data generated from the execution of a service system to improve, extend, and personalize a service to create value for both providers and customers. This chapter explains how services, especially electronic services, generate a wealth of data which can be used for their analysis. The main tasks and methods, from areas such as data mining and machine learning, which can be used for analysis are identified. To illustrate their application, the data generated from the execution of an IT service is analyzed to extract business insights.

Jorge Cardoso, Julia Hoxha, Hansjörg Fromm

7. Service Optimization

Abstract

This chapter provides an overview of Operations Research and its mathematical models for planning problems arising in the area of services. For a better understanding, a basic introduction into the field of Operations Research is given. Different examples from service areas are presented. Several methods for solving the mathematical problems are discussed. In addition, the optimization software called IBM ILOG CPLEX Optimization Studio is presented that can be used to determine an optimal solution for a mathematical problem. The use of simulation in the area of Operations Research is also discussed and the software AnyLogic is used to provide examples.

Melanie Reuter-Oppermann, Anne Zander

8. Service Co-creation

Abstract

This chapter provides an overview on different aspects of co-creation in a service context. The first section introduces the concept of value co-creation in service systems and elaborates on the relationship of co-creation to service value propositions, service encounters, service quality, and service productivity. Furthermore, it introduces the concept of customer relationships, as well as concepts and methods that can be applied in order to manage these relationships for co-creation with customers. The third section elaborates on the different roles a customer can play within service co-creation, and its managerial implications.

Johannes Kunze von Bischhoffshausen, Peter Hottum, Tim Straub

9. Service Markets

Abstract

A key aspect of service systems is exploring and studying their economic and business components. Services are commonly part of an ecosystem that consists of other services (potentially competitors), service consumers, and further aspects such as underlying laws and regulations. This chapter focuses on the design and analysis of service markets, which define how services are purchased and exchanged. In particular, market engineering is discussed as a structured approach to study service markets. This chapter should be regarded as an entry point into this domain, and assumes no prior knowledge. Therefore, a key focal point is on establishing the fundamental aspects of service markets from an economic point of view along with a methodology (agent-based computational economics) for their study and analysis.

Simon Caton, Christian Haas, Wibke Michalk, Christof Weinhardt

10. Service Research

Abstract

This chapter provides an outlook on two recent research streams from the field of services: service network analysis and service level engineering. Service network research seeks to understand what factors explain the topology and dynamic nature of service networks. Service level engineering proposes to improve service level management by considering customers’ business objectives rather than to focus on the IT infrastructure that provides the service. These streams look beyond the boundaries of services and focus on systems of services represented as networks and bring customers to take part of service systems.

Jorge Cardoso, Björn Schmitz, Axel Kieninger

Backmatter

Titel: Fundamentals of Service Systems
herausgegeben von: Jorge Cardoso
Hansjörg Fromm
Stefan Nickel
Gerhard Satzger
Rudi Studer
Christof Weinhardt
Verlag: Springer International Publishing
Electronic ISBN: 978-3-319-23195-2
Print ISBN: 978-3-319-23194-5
DOI: https://doi.org/10.1007/978-3-319-23195-2