Service and Science

  • James C. Spohrer
  • Haluk Demirkan
  • Vikas Krishna
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


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.


Service science Service innovation Service customization Service systems Value co-creation Customer variability 


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Copyright information

© Springer Science and Business Media, LLC 2011

Authors and Affiliations

  • James C. Spohrer
    • 1
  • Haluk Demirkan
  • Vikas Krishna
  1. 1.IBM Almaden ResearchSan JoseUSA

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