Skip to main content
Fachgebiete
Automobil + Motoren Bauwesen + Immobilien Business IT + Informatik Elektrotechnik + Elektronik Energie + Nachhaltigkeit Finance + Banking Management + Führung Marketing + Vertrieb Maschinenbau + Werkstoffe Versicherung + Risiko
DE
EN
Bücher
Zeitschriften
Themenseiten
Organisationspsychologie Projektmanagement Marketing Smart Manufacturing
Weitere Formate
Podcasts Webinare Technik Webinare Wirtschaft Kongresse Veranstaltungskalender Awards
Jetzt Einzelzugang starten
Zugang für Unternehmen
Referenzkunden
SLX-Digitalkonferenz: Zukunftswerkstatt 2024

Mehr Umsatz mit Top-Kontakten

Am 7. Mai erfahren Sie, wie Vertriebsteams Leadgenerierung, Leadnurturing und Leadstrategien effizient steuern können.
Erweiterte Suche
Anmelden
nach oben
Erschienen in:
Introduction of the Science of Service Systems Kapitel lesen Erstes Kapitel lesen

2011 | OriginalPaper | Buchkapitel

Service and Science

verfasst von : James C. Spohrer, Haluk Demirkan, Vikas Krishna

Erschienen in: The Science of Service Systems

Verlag: Springer US

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config
loading …

Abstract

While there is a rapid growth in the number of researchers and practitioners joining the service science community, this community has not yet settled on precise answers to two fundamental questions: “What is service?” and “Where is the science (in service science)?” This chapter examines possible answers to these two fundamental questions from multiple disciplinary perspectives, and proposes the Abstract Entity-Interaction-Outcome Universals (AEIOU) theory to frame the science of service systems.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

Jetzt informieren
Vorheriges Kapitel Service Customization Research: A Review and Future Directions
Literatur
Alter, S. (2008a). Service system fundamentals: Work system, value chain, and life cycle. IBM Systems Journal, 47, 71–85.CrossRef
Alter, S. (2008b). Service System Innovation. In Information Technology in the Service Economy: Challenges and Possibilities for the 21st Century. In: M. Barrett, E. Davidson, C. Middleton, J.I. DeGross (eds.) IFIP International Federation for Information Processing. Springer: Boston. Pp. 61–80.
Anderson, J.C., Kumar, N. and Narus, J. A. (2007). Value Merchants: Demonstrating and Documenting Superior Value in Business Markets. Cambridge, MA: Harvard Business School.
Argyris, C. (1999). On Organizational Learning. Oxford, England: Blackwell.
Ark, B. van, Broersma, L. and den Hertog, P. (2003). Services Innovation, Performance and Policy: A Review, Research Series No. 6, Strategy, Research & International Co-operation Department, Ministry of Economic Affairs, The Hague.
Bardhan, I., Demirkan, H., Kannan, P.K., Kauffman, R. J. and Sougstad, R. (2010). An interdisciplinary perspective on IT services management and services science. Journal of Management Information Systems, 26(4), 13–65.CrossRef
Bastiat, F. (1850/1979). Economic Harmonies. The Foundation for Economics Education. NY: Irvington-on-Hudson.
Baumol, W.J. (2002). Services as Leaders and the Leader of the Services (Chapter 7). In: Jean Gadrey and Faïz Gallouj (Eds) Productivity, Innovation and Knowledge in Services: New Economic & Socio-Economic Approaches, Cheltenham, United Kingdom and Northampton, Massachusetts: Edward Elgar, pp. 147–163.
Becker, G.S. (1991). A Treatise on the Family. Cambridge, MA: Harvard University, ISBN 0-674-90698-5
Begon, M., Townsend, C.R. and Harper, J.L. (2006). Ecology: From Individuals to Ecosystems. United Kingdom: Blackwell.
Bertalanffy, L. (1976). General System Theory: Foundations, Development, Applications. New York: George Braziller.
Betancourt, R. and Gautschi, D. (2001). Product innovation in services: A framework for analysis. Book Series: Advances in Applied Microeconomics, 10, 155–183.
Bitner, M.J. (1995). Building service relationships: It’s all about promises. Journal of the Academy of Marketing Science, 23 (Fall), 246–251.CrossRef
Bitner, M.J. and Brown, S.W. (2006). The evolution and discovery of services science in business schools. Communications of the ACM, 49(7), 73–78.CrossRef
Blomberg, J. (2008). Negotiating meaning of shared information in service system encounters. European Management Journal, 26, 213–222.CrossRef
Bolton, R.N., Smith, A.K., Wagner, J. (2003). Striking the right balance: Designing service to enhance business-to-business relationships. Journal of Service Research, 5(4), 271–291.CrossRef
Braess, D. (1968). Über ein Paradoxon aus der Verkehrsplanung. Unternehmensforschung 12, 258–268.CrossRef
Braess, D., Nagurney, A. and Wakolbinger, T. (2005). Translation of the Braess 1968 article from German to English appears as the article “On a paradox of traffic planning”. The journal Transportation Science, volume 39, pp. 446–450.CrossRef
Chase, R.B. (1978). Where does the customer fit in a service operation? Harvard Business Review, 56, 137–142.
Chase, R.B. (1981). The customer contact approach to services: Theoretical bases and practical extensions. Operations Research, 29(4), 698–706, Operations Management (Jul–Aug).CrossRef
Chase, R.B. and Dasu, S. (2001). Want to perfect your company’s service? Use behavioral science. Harvard Business Review, 79(6), 78–84.
Chesbrough, H. and Spohrer, J. (2006). A research manifesto for services science. Communications of the ACM, 49(7), 35–40, July.CrossRef
Csíkszentmihályi, M. (1990). Flow: The Psychology of Optimal Experience. New York: Harper and Row.
Demirkan, H. and Goul, M. (2006). Towards the service-oriented enterprise vision: Bridging industry and academics. Communications of the AIS, 18(26), 546–556.
Demirkan, H. and Goul, M. (2008). Process and services fusion impact assessment: SSME findings from industry collaboration and the need for competency centers. In B. Hefley and W. Murphy (eds.), Service Science, Management and Engineering: Education for the 21st Century, New York: Springer, pp. 257–262.CrossRef
Demirkan, H. and Spohrer, J.C. (2010). Servitized enterprises for distributed collaborative commerce, International Journal of Service Science, Management, Engineering and Technology, 1(1), 68–81.CrossRef
Demirkan, H., Cheng, H.K. and Bandyopadhyay, S. (2010). Coordination strategies in a SaaS supply chain. Journal of Management Information Systems, 26(4), 121–146, Spring 2010.CrossRef
Demirkan, H., Kauffman, R.J., Vayghan, J., Fill, H.G., Karagiannis, D. and Maglio, P.P. (2008). Service-oriented technology and management: Perspectives on research and practice for the coming decade. Electronic Commerce Research and Applications, 7 (4), 356–376.CrossRef
Demirkan, H., Soper, D. and Goul, M. (2005). Service-level agreement negotiation: a theory-based exploratory study as a starting point for identifying negotiation support system requirements. In R. Sprague (ed.), Proceedings of the 38th Hawaii International Conference on Systems Science, Los Alamitos, CA: IEEE Computer Society.
Donofrio, N., Sanchez, C. and Spohrer, J. (2009). Collaborative Innovation and Service Systems: Implications for Institutions and Disciplines, in “Holistic Engineering”, Edited by Domenico Grasso.
Edvardsson, B., Enquist, B. and Johnston, R. (2005a). Cocreating customer value through hyperreality in the prepurchase service experience. Journal of Service Research, 8(2), 149–161.CrossRef
Edvardsson, B., Gustafsson, A. and Roos, I. (2005b). Service portraits in service research: A critical. International Journal of Service Industry Management, 16(1), 107–121.CrossRef
Engelbart, D.C. (1962). Augmenting Human Intellect: A Conceptual Framework. Summary Report AFOSR-3223 under Contract AF 49(638)-1024, SRI Project 3578 for Air Force Office of Scientific Research, Stanford Research Institute, Menlo Park, CA, October 1962.
Engelbart, D.C. (1980). Evolving the Organization of the Future: A Point of View, Proceedings of the Stanford International Symposium on Office Automation, March 23–25, 1980.
Fitzsimmons, J.A. and Fitzsimmons, M.J. (2007). Service Management: Operations, Strategy, Information Technology, Sixth edition. McGrawNew York, NY: -Hill Irwin.
Fuchs, V.R. (1968). The Service Economy. National Bureau of Economic Research. Number 87, General Series. Distributed by Columbia University Press. New York, NY.
Gadrey, J. (2002). The misuse of productivity concepts in services: Lessons from a comparison between France and the United States, in J. Gadrey, and F. Gallouj, (Eds). Productivity, Innovation and Knowledge in Services: New Economic and Socio-Economic Approaches. Cheltenham, UK: Edward Elgar.CrossRef
Giddens A. (1984a). The Constitution of Society: Outline of a Theory of Structuration. Berkeley: University of California.
Giddens, A. (1984b). The Constitution of Society. Berkeley: University of California.
Gluhsko, R.J. and Tabas, L. (2009). Designing service systems by bridging the “front stage” and “back stage.” Information Systems and E-Business Management, 7, 407–427.CrossRef
Gummesson, E. (1977). The Marketing and Purchasing of Professional Services. Stockholm: Marketing Technology Center.
Gummesson, E. (2007). Exit Services marketing – Enter service marketing. Journal of Consumer Behaviour, 6(2), 113–141.
Gustafsson, A. and Johnson, M.D. (2003). Competing in a Service Economy: How to Create Competitive Advantage Through Service Development and Innovation. San Francisco, CA: Wiley/Jossey-Bass.
Harmon, R. and Demirkan, H. (2011). IT Services Innovation: The Next Wave of Sustainable IT?IEEE IT Professional on Green IT, 19–25, Jan/Feb.
Hefley, B. and Murphy, W. (2008). Service Science, Management and Engineering: Education for the 21st Century. New York: Springer.CrossRef
Heskett, J.L. (1987). Lessons in the service sector. Harvard Business Review, 65, 118–126.
Heskett, J.L., Sasser, Jr., W E. and Hart, C. (1990). Service Breakthroughs: Changing the Rules of the Game. New York: Free.
Heskett, J.L., Jones, T.O., Loveman, G.O., Sasser, W.E. and Schlesinger, L.A. (1994). Putting the service profit chain to work. Harvard Business Review, 72, 164–174.
Heskett, J., Sasser, W.E., Jr. and Schlesinger, L. (1997a). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. New York: Free.
Heskett, J.L., Sasser Jr., W.E., and Schlesinger, L.A. (1997b). The Service Profit Chain. New York, NY: Free.
Hill, T.P. (1977). On goods and services. Review of Income and Wealth, 23(4), 314–339.CrossRef
IfM & IBM. (2008). Succeeding Through Service Innovation: A Service Perspective for Education, Research, Business and Government. Cambridge, UK: University of Cambridge Institute for Manufacturing. ISBN: 978-1-902546-65-0
Levitt, T. (1976). The industrialization of service. Harvard Business Review, 54(5), 63–74.
Levitt, T., (1972). Production-line approach to services. Harvard Business Review, September–October, 41–52.
Lovelock, C. and Gummesson, E. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20–41.CrossRef
Lusch, R.F. and Vargo, S.L. (2006). The Service-Dominant Logic of Marketing: Dialog, Debate and Directions. Armonk, NY: M.E. Sharpe.
Lusch, R., Vargo, S.L. and Wessels, G. (2008). Toward a conceptual foundation for service science: Contributions from service-dominant logic. IBM Systems Journal, 47(1), 5–14.CrossRef
Lusch, R., Vargo, S.L. and Tanniru, M. (2010). Service, value networks and learning. Journal of the Academy of Marketing Science, 38(1), 19–31.
Maglio, P.P. and Spohrer, J. (2008). Fundamentals of service science. Journal of the Academy of Marketing Science, 36(1), 18–20.CrossRef
Maglio, P.P., Srinivasan, S., Kreulen, J. T. and Spohrer, J. (2006). Service systems, service scientists, SSME, and innovation. Communications of the ACM, 49(7), 81–85.CrossRef
Maglio, P.P., Vargo, S.L., Caswell, N. and Spohrer, J. (2009). The service system is the basic abstraction of service science. Information Systems and e-business Management, 7, 395–406.CrossRef
Maglio, P.P., Kieliszewski, C.A. and Spohrer, J.C. (2010). Handbook of Service Science. New York, NY: Springer.CrossRef
Mandelbaum, A. and Zeltyn, S (2008). Service Engineering of Call Centers: Research, Teaching, and Practice. In: Bill Hefley and Wendy Murphy, (Eds). Service Science, Management, and Engineering: Education for the 21st Century. New York, NY: Springer.
March, J.G. (1991). Exploration and exploitation in organizational learning. Organization Science, 2(1), 71–87.MathSciNetCrossRef
Miles, I. (2006). Innovation in Services. In: Fagerberg J, Mowery DC, Nelson RR (Eds) The Oxford Handbook of Innovation. Oxford, UK: Oxford University.
Miles, I. (2008). Patterns of innovation in service industries. IBM Systems Journal, 47(1), 115–128.CrossRef
Newell, A. and Simon, H.A. (1976). Computer science as empirical inquiry: symbols and search, Communications of the ACM, 19, 113–126.MathSciNetCrossRef
Normann, R. (2001). Reframing Business: When the Map Changes the Landscape. Chichester, New Sussex: Wiley.
Normann, R. and Ramirez, R. (1993). From value chain to value constellation: Designing interactive strategy. Harvard Business Review, 71(4), 65–77.
Ostrom, A.L., Bitner, M.J., Brown, S.W., Burkhard, K.A., Goul, M., Smith-Daniels, V., Demirkan, H. and Rabinovich, E. (2010). Moving forward and making a difference: Research priorities for the science of service. Journal of Service Research, 13(1), 4–36, February.CrossRef
Pal, N. and Zimmerie R. (2005). Service innovation: A framework for success. eBRC White Paper, The Penn State eBusiness Research Center, SMEAL College of Business, Pennsylvania State University, University Park, PA.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41–50.CrossRef
Parasuraman A., Berry, L.L. and Zeithaml, V.A. (1990). Understanding Measuring and Improving Service Quality: Findings from a Multiphase Research Program. New York: Free.
Pigou, A.C. (1920). Economics of Welfare, 1st edition. London: Macmillan.
Pigou, A.C. (1932). Economics of Welfare, 4th edition. London: Macmillan.
Posner, R.A. (1973). Economic Analysis of Law, New York: Little, Brown and Co.
Rai, A. and Sambamurthy, V. (2006). Editorial notes: The growth of interest in services management: Opportunities for Information system scholars. Information Systems Research, 17(4), 327–331, December.CrossRef
Ricardo, D. (1817). The Principles of Political Economy and Taxation. Mineola, NY: Dover.
Roth, A.V. and Menor, L.J. (2003). Insights into service operations management: A research agenda. POMS, 12(2), 145–164, Summer.
Roughgarden, T. (2001). Designing Networks for Selfish Users is Hard, the Proceedings of the 42nd Annual IEEE Symposium on Foundations of Computer Science, October 2001.
Rust, R.T. (2004). A call for a wider range of service research. Journal of Service Research, 6, 211.CrossRef
Rust, R.T., Zeithaml, V.A. and Lemon, K.N. (2000). Driving Customer Equity : How Customer Lifetime Value is Reshaping Corporate Strategy. New York: Free.
Sen, A. (1999). Development as Freedom, Oxford: Oxford University.
Sen, A. (2001). Economic development and capability expansion in historical perspective. Pacific Economic Review, 6(2), 179–191.CrossRef
Simon, H.A. (1996). Sciences of the Artificial. 3rd Edition. Cambridge, Mass: MIT.
Simon, H.A. (1945/1997). Administrative Behavior: A Study of Decision-Making Processes in Administrative Organizations. New York, NY: Free.
Smith, A. (1776/1904). An Inquiry into the Nature and Causes of the Wealth of Nations. London, UK: W. Strahan and T. Cadell.
Simons, A. (1776/2000). The Wealth of Nations. New York: The Modern Library.
Spath, D. and Fähnrich, K.P. (2007). Advances in Services Innovations. Berlin: Springer.CrossRef
Spohrer, J. (1999). Information in places. IBM Systems Journal, 38(4), 602–628.CrossRef
Spohrer, J.C. and Engelbart, D.C. (2004). Converging technologies for enhancing human performance: Science and business perspectives. Annals of the New York Academy of Sciences, 1013, 50–82.CrossRef
Spohrer, J. and Riecken, D. (2006). Special issue: Services science. Communications of the ACM, 49(7), 30–87, July.CrossRef
Spohrer, J. and Maglio, P.P. (2008). The emergence of service science: Toward systematic service innovations to accelerate co-creation of value. Production and Operations Management, 17, 1–9.CrossRef
Spohrer, J. and Maglio, P.P. (2009). Service science: Toward a smarter planet. In W. Karwowski and G. Salvendy (Eds.), Introduction to Service Engineering. New York: Wiley.
Spohrer, J., Maglio, P.P., Bailey, J. and Gruhl, D. (2007). Steps toward a science of service systems. Computer, 40, 71–77.CrossRef
Tidd, J. and Hull, F.M. (2003). Service Innovation: Organizational Responses to Technological Opportunities and Market Imperatives. London: World Scientific.
Tien, J.M. and Berg, D. (2003). A case for service systems engineering. The Journal of Systems Science and Systems Engineering, 12(1), 113–128.
Tien, J.M. and Berg, D. (2007). A calculus for services innovation. J Sys Sci Syst Eng (June), 16(2), 129–165.CrossRef
UK Royal Society (2009). Hidden wealth: the contribution of science to service sector innovation. RS Policy document 09/09. RS1496.
Vargo, S.L. (2007). On a theory of markets and marketing: From positively normative to normatively positive. Australasian Marketing Journal, 15(1), 53–60CrossRef
Vargo, S.L. (2009). Toward a transcending conceptualization of relationship: A service-dominant logic perspective. The Journal of Business and Industrial Marketing, 24(5–6), 373–379.
Vargo, S.L. and Lusch, R.F. (2004a). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17.CrossRef
Vargo, S.L. and Lusch, R.F. (2004b). The four service marketing myths – Remnants of a goods-based, manufacturing model. Journal of Service Research, 6(4), 324–335.CrossRef
Vargo, S.L. and Lusch, R.F. (2006). Service-Dominant Logic: What It Is, What It Is Not, What It Might Be. in, R. F. Lusch and S. L. Vargo (eds) The Service-Dominant Logic of Marketing: Dialog, Debate, and Directions, M.E. Sharpe, Armonk, NY.
Vargo, S.L. and Lusch, R.F. (2008a). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10.CrossRef
Vargo, S.L. and Lusch, R.F. (2008b). From goods to service(s): Divergences and convergences of logics. Industrial Marketing Management, 37(3), 254–259.CrossRef
Vargo, S.L., Maglio, P.P. and Akaka, M.A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26(3), 145–152.CrossRef
Williamson, O.E. (1998). The Economics Institution of Capitalism: Firms, Markets, Relational Contracting. New York: Free, Young.
Metadaten
Titel
Service and Science
verfasst von
James C. Spohrer
Haluk Demirkan
Vikas Krishna
Copyright-Jahr
2011
Verlag
Springer US
Buch
The Science of Service Systems

Print ISBN: 978-1-4419-8269-8

Electronic ISBN: 978-1-4419-8270-4

Copyright-Jahr: 2011

DOI
https://doi.org/10.1007/978-1-4419-8270-4_18