1. Edition - January 2010
129.- Euro
2010. 672 Pages, Hardcover
ISBN-10: 0-470-38241-4
ISBN-13: 978-0-470-38241-7 - John Wiley & Sons






Sample Chapter

Short description
College graduates need to gain new skills to thrive in a service business environment. Compiled by an editorial board of specialists in the various areas and edited by a best-selling author, Introduction to Service Engineering is the ideal textbook as well as reference for professionals interested in service engineering. The book provides examples, problems, real world case studies, and a solutions manual. As the first book to globally bring together experts on all aspects of service engineering, this resource serves as a much-needed guide to both the processes and the management of service.

From the contents
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.