Handbook of Service Science

  • Paul P. Maglio
  • Cheryl A. Kieliszewski
  • James C. Spohrer

Table of contents

  1. Front Matter
    Pages i-xxvii
  2. Context: Origins

    1. Front Matter
      Pages 9-9
    2. Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer
      Pages 1-8
  3. Context: Origins

    1. Front Matter
      Pages 9-9
    2. James L. Heskett, W. Earl Sasser Jr
      Pages 19-29
    3. Benjamin Schneider, David E. Bowen
      Pages 31-59
    4. Roland T. Rust, Gaurav Bhalla
      Pages 61-78
    5. John R. Bryson, Peter W. Daniels
      Pages 79-104
  4. Context: Theory

    1. Front Matter
      Pages 105-105
    2. Scott E. Sampson
      Pages 107-131
    3. Stephen L. Vargo, Robert F. Lusch, Melissa Archpru Akaka
      Pages 133-156
    4. James C. Spohrer, Paul P. Maglio
      Pages 157-194
  5. Research and Practice: Design

    1. Front Matter
      Pages 195-195
    2. Mary Jo Bitner, Valarie A. Zeithaml, Dwayne D. Gremler
      Pages 197-218
    3. Robert J. Glushko
      Pages 219-249
    4. Susanne Glissmann, Jorge Sanz
      Pages 251-282
    5. Cheryl A. Kieliszewski, John H. Bailey, Jeanette Blomberg
      Pages 283-305
  6. Research and Practice: Operations

    1. Front Matter
      Pages 307-307
    2. Rogelio Oliva, John D. Sterman
      Pages 321-358
    3. Eng K. Chew
      Pages 359-385
    4. Gerhard Gudergan
      Pages 387-415
  7. Research and Practice: Delivery

    1. Front Matter
      Pages 417-417
    2. Uday S. Karmarkar
      Pages 419-435
    3. Aleksandra Mojsilović, Daniel Connors
      Pages 437-460
    4. William B. Rouse, Rahul C. Basole
      Pages 461-480
    5. Guruduth Banavar, Alan Hartman, Lakshmish Ramaswamy, Anatoly Zherebtsov
      Pages 481-507
  8. Research and Practice: Innovation

    1. Front Matter
      Pages 509-509
    2. Ian Miles
      Pages 511-533
    3. Faridah Djellal, Faïz Gallouj
      Pages 535-559
    4. Bo Edvardsson, Anders Gustafsson, Per Kristensson, Lars Witell
      Pages 561-577
    5. Henry Chesbrough, Andrew Davies
      Pages 579-601
  9. Future

    1. Front Matter
      Pages 623-623
    2. Evert Gummesson
      Pages 625-642
    3. Raymond P. Fisk, Stephen J. Grove
      Pages 643-663
    4. James C. Spohrer, Mike Gregory, Guangjie Ren
      Pages 677-706
    5. Linda Macaulay, Claire Moxham, Barbara Jones, Ian Miles
      Pages 717-736
  10. Back Matter
    Pages 737-758

About this book


Traditional service sectors encompass a wide variety of industries ranging from transportation, retail and healthcare to entertainment, banking, and insurance. As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems.

This seminal reference considers Service Science to be the study of value co-creation, and finds abundant common elements and themes, common concerns and approaches that converge on this central, real-world phenomena. Handbook of Service Science takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research.

Handbook of Service Science provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

List of contributors includes:

Melissa A. Akaka.- John Bailey.- Guruduth Banavar.- Rahul C. Basole.- William J. Baumol.- Gaurav Bhalla.- Mary Jo Bitner.- Jeannette Blomberg.- David E. Bowen.- John R. Bryson.- Richard B. Chase.- Henry Chesbrough.- Eng K. Chew.- Daniel Connors.- Peter W. Daniel.- Andrew Davies.- Faridah Djellal.- Bo Edvardsson.- Shelley Evenson.- Ray P. Fisk.- Faïz Gallouj.- Susanne Glissmann.- Robert J. Glushko.- Michael Gorma.- Michael Gregory.- Dwayne D. Gremler.- Steve J. Grove.- Gerhard, Gudergan.- Evert Gummesson.- Anders Gustafsson.- Alan Hartman.- James L. Heskett.- Kazuyoshi Hidaka.- Barbara Jones.- Uday S. Karmarkar.- Per Kristensson.- Robert F. Lusch.- Linda Macaulay.- Richard Metters.- Ian Miles.- Aleksandra Mojsilovic.- Claire Moxham.- Rogelio Oliva.- Lakshmish Ramaswamy.- Guangjie Ren.- William B. Rouse.- Roland T. Rust.- Scott E. Sampson.- Pamela Samuelson.- Jorge Sanz.- W. Earl Sasser Jr.- Benjamin Schneider.- Carl J. Schramm.- John D. Sterman.- Stephen L. Vargo.- Lars Witell.- Valarie Zeithaml.- Anatoly Zherebtsov


Service Design Service Engineering business currentjm innovation management marketing service computing service innovation service operations service orientation service science service systems technology teletalk

Editors and affiliations

  • Paul P. Maglio
    • 1
  • Cheryl A. Kieliszewski
    • 2
  • James C. Spohrer
    • 3
  1. 1.IBM Research - AlmadenSan JoseUSA
  2. 2.IBM Research - AlmadenSan JoseUSA
  3. 3.IBM Research - AlmadenSan JoseUSA

Bibliographic information