Abstract
Why a handbook? We can answer that question with a question: What does a service scientist need to know? This volume presents multidisciplinary perspectives on the nature of service, on research and practice in service, and on the future of research in service. It aims to be a kind of reference, a collection of papers by leading thinkers and researchers from across the spectrum of service research – the collected basics for a budding service scientist.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Achrol, R. & Kotler, P. (2006). The service-dominant logic for marketing: A critique, in Robert F. Lusch and Stephen L. Vargo (Eds.), The Service-Dominant Logic of Marketing: Dialog, Debate, and Directions,. Armonk, New York: M.E. Sharpe, 320–333.
Basole, R. C., & Rouse, W. B. (2008). Complexity of Service Value Networks: Conceptualization and Empirical Investigation. IBM Systems Journal, 47(1), 53–70.
Bryson, J. R., Daniels, P. W., & Warf, B. (2004). Service worlds : People, organisations, and technologies. New York: Routledge/Taylor & Francis
Chase, R. B. (1978). Where does the customer fit in a service operation? Harvard Business Review, 56, 137 – 142.
Delaunay, J. & Gadrey, J. (1992). Services in economic thought. Boston: Kluwer.
Fisk, R. P., Brown, S. W., & Bitner, M. (1993). Tracking the evolution of the services marketing literature. Journal of Retailing, 69, 61 – 103.
Gluhsko, R. J. & Tabas, L. (2009). Designing Service Systems by Bridging the “Front Stage” and “Back Stage.” Information Systems and E-Business Management, 7.
Hefley, B. & Murphy, W. (2008). Service Science , Management and Engineering: Education for the 21st Century. Springer, New York.
Heskett, J. L., Jones, T. O., Loveman, G. O., Sasser, W. E., Schlesinger, L. A. (1994). Putting the service profit chain to work. Harvard Business Review, 72, 164 – 174.
IfM & IBM . (2008). Succeeding through Service Innovation : A Service Perspective for Education, Research, Business and Government. Cambridge, UK: University of Cambridge Institute for Manufacturing. ISBN: 978-1-902546-65-0
Karmarkar, U. (2004). Will you survive the services revolution? Harvard Business Review, 82, 100 – 107.
Levitt, T., (1972). Production-line approach to services. Harvard Business Review, September-October, 41-52.
Levy, S. J. (2006). How new, how dominant?, in Robert F. Lusch and Stephen L. Vargo (Eds.), The Service-Dominant Logic of Marketing: Dialog, Debate, and Directions. Armonk, New York: M.E. Sharpe, 57-64
Maglio, P. P. & Spohrer, J. (2008). Fundamentals of service science. Journal of the Academy of Marketing Science, 36, 18–20.
Maglio, P. P., Srinivasan, S., Kreulen, J. T., Spohrer, J. (2006). Service systems, service scientists, SSME, and innovation. Communications of the ACM, 49(7), 81–85.
Maglio, P. P., Vargo, S. L., Caswell, N. & Spohrer, J. (2009). The service system is the basic abstraction of service science. Information Systems and e-business Management, 7.
Marks, E. A., & Bell, M. (2006). Service-Oriented Architecture: A Planning and Implementation Guide for Business and Technology. Wiley. Hoboken, NJ.
Metters, R., & Marucheck, A. (2007) Service Management - Academic Issues and Scholarly Reflections from Operations Management Researchers,Decision Sciences, 38, 195–214.
Miles, I. (2008). Patterns of innovation in service industries. IBM Systems Journal, 47, 115–128
Mills, P. K. & Moberg, D. J. (1982). Perspectives on the technology of service operations. Academy of Management Review, 7, 467–478.
Normann, R. (1984). Service Management: Strategy and Leadership in the Service Business. New York: Wiley and Sons.
Oliva, R. & Sterman, J. D. (2001). Cutting corners and working overtime: Quality erosion in the service industry. Management Science, 47, 894 – 914.
Parasuraman A., Berry, L. L. & Zeithaml, V. A. (1990). Understanding Measuring and Improving Service Quality: Findings from a Multiphase Research Program. The Free Press.
Riordan, J. (1962). Stochastic Service Systems. New York: Wiley.
Rust, R. T. (2004). A call for a wider range of service research . Journal of Service Research, 6.
Rust, R. T., Zeithaml, V. A., & Lemon, K. N. (2000). Driving Customer Equity. New York: The Free Press.
Sampson, S. & Froehle, C. M. (2006). Foundations and implications of a proposed unified services theory. Production and Operations Management, 15, 329 – 343.
Schneider B. & Bowen, D. E. (1995). Winning the Service Game. Boston, MA: Harvard Business School Press.
Shostack, G. L. (1977). Breaking free from product marketing. Journal of Marketing, 41, 73–80.
Smith, A. (1776/2000). The Wealth of Nations. New York: The Modern Library.
Spohrer, J. & Maglio, P. P. (2008). The emergence of service science: Toward systematic service innovations to accelerate co-creation of value. Production and Operations Management, 17, 1–9.
Spohrer, J. & Maglio, P. P. (2010). Service science: Toward a smarter planet. In W. Karwowski & G. Salvendy (Eds.), Introduction to service engineering . New York: Wiley & Sons.
Spohrer, J., Maglio, P. P., Bailey, J. & Gruhl, D. (2007). Steps toward a science of service systems. Computer, 40, 71–77.
Spohrer, J. & Riecken, D. (2006). Special Issue on Services Science, Communications of the ACM, 49(7).
US Census Bureau (2007). North American Industry Classification System (NAICS). US Department of Commerce Publication PB2007100002. Available at http://www.ntis.gov/products/naics.aspx.
Vargo, S. L. & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1 – 17.
Vargo, S. L., Maglio, P. P., and Akaka, M. A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26(3), 145–152.
Zhang, L. J. (2007). Modern Technologies in Web Services Research. IGI Publishing. Hershey, PA.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2010 Springer Science+Business Media, LLC
About this chapter
Cite this chapter
Maglio, P.P., Kieliszewski, C.A., Spohrer, J.C. (2010). Introduction. In: Maglio, P., Kieliszewski, C., Spohrer, J. (eds) Handbook of Service Science. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-1628-0_1
Download citation
DOI: https://doi.org/10.1007/978-1-4419-1628-0_1
Published:
Publisher Name: Springer, Boston, MA
Print ISBN: 978-1-4419-1627-3
Online ISBN: 978-1-4419-1628-0
eBook Packages: Business and EconomicsBusiness and Management (R0)