Service Systems Implementation

  • Haluk Demirkan
  • James C. Spohrer
  • Vikas Krishna

Table of contents

  1. Front Matter
    Pages i-xxvi
  2. Haluk Demirkan, James C. Spohrer, Vikas Krishna
    Pages 1-8
  3. Yao-Hua Tan, Wout Hofman, Jaap Gordijn, Joris Hulstijn
    Pages 51-74
  4. Michael Rocha, Timothy Chou
    Pages 75-88
  5. Justin Nieuwerth, Marco Spruit, Danny Zijlstra
    Pages 133-144
  6. Jerry Luftman, Carol V. Brown, S. Balaji
    Pages 145-163
  7. Paul G. Sorenson
    Pages 165-181
  8. Erik den Hartigh, Marc Zegveld
    Pages 183-198
  9. Steve Baron, Gary Warnaby
    Pages 199-210
  10. Linda Wilkins, Carmel Laragy, Hossein S. Zadeh
    Pages 223-236
  11. Renu Agarwal, Willem Selen
    Pages 253-273
  12. Chee Wei Phang, Atreyi Kankanhalli
    Pages 275-288
  13. Ravi Vijayaraghavan, Sam Albert, Vinod Kumar Singh, Pallipuram V. Kannan
    Pages 289-307

About this book


Service Systems Implementation provides the latest applications and practices aimed at improving the key performance indicators of service systems, especially those related to service quality, service productivity, regulatory compliance, and sustainable service innovation. The book presents action-oriented, application-oriented, design science-oriented (artifacts building: constructs, models, methods and instantiations) and case study-oriented research with actionable results by illustrating techniques that can be employed in large scale, real world examples. The case studies will help visualize service systems along the four key dimensions of people, information, technology and value propositions which can help enable better integration between them towards higher value propositions.

The chapters, written by leading experts in the field, examine a wide range of substantive issues and implementations related to service science in various industries. These contributions also showcase the application of an array of research methods, including surveys, experiments, design science, case studies and frameworks, providing the reader with insights and guidelines to assist in building their own service systems, and thus, moving toward a more favorable service customer and provider experience.

Service Systems Implementation, along with its companion text, The Science of Service Systems, is designed to present multidisciplinary and multisectoral perspectives on the nature of service systems, on research and practice in service, and on the future directions to advance service science. These two volumes compose a collection of articles from those involved in the emerging area known as service science.


Information Supply chain SSME Service-oriented information systems Smart Services knowledge economy product service systems service economy service innovation service networks service requirements service science value co-creation

Editors and affiliations

  • Haluk Demirkan
    • 1
  • James C. Spohrer
    • 2
  • Vikas Krishna
    • 3
  1. 1.Department of Information SystemsW. P. Carey School of BusinessTempeUSA
  2. 2.IBM Research - AlmadenSan JoseUSA
  3. 3.IBM Almaden Research CenterSan JoseUSA

Bibliographic information

  • DOI
  • Copyright Information Springer Science+Business Media, LLC 2011
  • Publisher Name Springer, Boston, MA
  • eBook Packages Computer Science Computer Science (R0)
  • Print ISBN 978-1-4419-7903-2
  • Online ISBN 978-1-4419-7904-9
  • Series Print ISSN 1865-4924
  • Series Online ISSN 1865-4932
  • Buy this book on publisher's site