Service Science, Management and Engineering Education for the 21st Century

  • Bill Hefley
  • Wendy Murphy

Table of contents

  1. Front Matter
    Pages i-xxvi
  2. SSME Discipline

    1. Jane Siegel, Bill Hefley, Shelley Evenson, Sandra Slaughter
      Pages 3-9
    2. Giovanni Righini
      Pages 19-24
    3. Shelley Evenson
      Pages 25-30
    4. Richard B. Chase, Sriram Dasu
      Pages 35-40
    5. Vesa Salminen, Petri Kalliokoski
      Pages 41-48
    6. Richard R. Perdue, Steven D. Sheetz
      Pages 69-74
    7. Stephen L. Vargo, Robert F. Lusch
      Pages 83-88
    8. Robert F. Lusch, Stephen L. Vargo
      Pages 89-96
  3. SSME Education

    1. Eleanor L. Babco, Carol B. Lynch, Patricia McAllister
      Pages 109-114
    2. Sheryl A. Sorby, Leonard J. Bohmann, Tom Drummer, Jim Frendewey, Dana Johnson, Kris Mattila et al.
      Pages 115-122
    3. Steven Allen, Harry Perros, Ioannis Viniotis, Michael Devetsikiotis, Andrew Rindos, Craig Nygard et al.
      Pages 129-136
    4. Roberta S. Russell, Christopher W. Zobel
      Pages 137-140
    5. Edward L. Jones, Jakita N. Owensby, Clement S. Allen
      Pages 141-146
    6. James W. Jacobs Jr., Guy Johnson
      Pages 153-156
    7. Donna H. Rhodes, Deborah J. Nightingale
      Pages 163-168
    8. Neeli Bendapudi, Mindy Stobart
      Pages 169-173
    9. J. Falcão e Cunha, Lia Patrício, Ana Camanho, Raymond Fisk
      Pages 181-190
    10. Guido Dedene, Monique Snoeck, Rik Maes
      Pages 207-212
  4. SSME Research

    1. Mary Jo Bitner, Stephen W. Brown, Michael Goul, Susan Urban
      Pages 227-233
    2. Uday Apte, Geraldo Ferrer, Ira Lewis, Rene Rendon
      Pages 235-242
    3. Terry P. Harrison, Seán McGarraghy
      Pages 251-255
    4. Jeffrey A. Lasky, Michael Cardillo
      Pages 263-268
    5. Shiu-Kai Chin, James S. Royer, Alex Wilkinson
      Pages 269-277
    6. Yasmin Merali
      Pages 285-293
    7. Christof Weinhardt, Rudi Studer, Carsten Holtmann, Björn Schnizler, Anupriya Ankolekar, Nenad Stojanovic
      Pages 295-301
    8. Sergey Zeltyn, Avishai Mandelbaum
      Pages 317-327
    9. Pentti Vähä, Anne Tolman, Paula Savioja, Piritta Lampila, Sonja Kangas
      Pages 335-340

About this book


Increasingly, academic and industrial leaders are recognizing that college graduates need new skills to address business and technical issues in a service business environment. Because services depend critically on people working together and with technology to provide value for others, these new skills include the ability to integrate across traditional disciplinary areas to obtain globally effective solutions. Service Science, Management and Engineering (SSME) is one such approach to properly focusing education and research on services, and to preparing tomorrow’s graduates to work in an expanding services economy.

Papers in this volume were developed from the 2006 conference hosted by IBM, Service Science, Management, and Engineering — Education for the 21st Century, designed to discuss the current status and foster the development and advancement of SSME. Contributions explore the ways SSME has been introduced into curricula, services research that is underway or is planned, and recommended actions for academia and governments to establish SSME as its own discipline. The book incorporates a variety of perspectives, informed by an international background in SSME experience and education, including management, business, social science, computer science and engineering.

Advanced level computer science researchers and management professionals will benefit from the unique insight into the evolving field of SSME provided by this volume, and will derive an understanding of education needs and program offerings in SSME.


Manager Operations Research Professional education SSME Service Engineering Service Science, Management and Engineering Service economy Service science Service-oriented Computing business process complexity computer science design modeling organization

Editors and affiliations

  • Bill Hefley
    • 1
  • Wendy Murphy
    • 2
  1. 1.IT Services Qualification Center (ITSqc)Carnegie Mellon UniversityPittsburghUSA
  2. 2.IBM c/oDentonUSA

Bibliographic information