Handbook of Service Science, Volume II

• Corporate Author: SpringerLink (Online service)
• Other Authors: Maglio, Paul P. (Editor, http://id.loc.gov/vocabulary/relators/edt), Kieliszewski, Cheryl A. (Editor, http://id.loc.gov/vocabulary/relators/edt), Spohrer, James C. (Editor, http://id.loc.gov/vocabulary/relators/edt), Lyons, Kelly (Editor, http://id.loc.gov/vocabulary/relators/edt), Patrício, Lia (Editor, http://id.loc.gov/vocabulary/relators/edt), Sawatani, Yuriko (Editor, http://id.loc.gov/vocabulary/relators/edt)
• Format: Electronic eBook
• Language: English
• Published: Cham : Springer International Publishing : Imprint: Springer, 2019.
• Edition: 1st ed. 2019.
• Series: Service Science: Research and Innovations in the Service Economy,
• Subjects: Operations research.; Decision making.; Management information systems.; Computer science.; Management.; Marketing.; Operations Research/Decision Theory.; Management of Computing and Information Systems.

The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their...

Table of Contents:

• 1 Introduction: Why Another Handbook?
• 2 Service Timing: Designing and Executing Service in a Dynamic Environment
• 3 Designing Service Systems to Enhance Perceived Decision Control
• 4 The Sequence of Service: An Affect Perspective to Service Scheduling
• 5 Customer Adoption of AI in Service Encounters
• 6 Optimal Structure of Experiential Services: Review and Extensions
• 7 A Human-centered, Multidisciplinary, and Transformative Approach to Service Science: A Service Design Perspective
• 8 Emerging Design Research Themes: A Research Review from Design, Service, and Management Studies
• 9 High-tech vs. High Touch Service Design in Healthcare: A Case for Considering the Emotional Biorhythm of the Patient in Technology Interventions
• 10 Customer Experience Analytics: Dynamic Customer-Centric Model
• 11 The Future of Service Systems: From Synergetics to Multi-Sided Platforms
• 12 Using Employees' Collective Intelligence for Service Innovation: Theory and Instruments
• 13 A Multilayer Framework for Service System Analysis
• 14 People and Social Interaction: Drivers of Service Innovation
• 15 Queues in Service Systems: Some Unusual Applications
• 16 Clarifying the Concept of Smart Service Systems
• 17 Exploring the Journey to Services
• 18 Digital Workers in Nested, Networked Holistic Service Systems: A New Workplace Culture from a Service Science Perspective
• 19 Visualizing and Improving Service Processes with PCN Analysis
• 20 Value-in-Context: An Exploration of the Context of Value and the Value of Context
• 21 On the Evolution of Service Ecosystems: A Study of the Emerging API Economy
• 22 Institutionalization Process of Service Innovation: Overcoming Competing Institutional Logics in Service Ecosystems
• 23 Innovation in Sociomaterial Practices. The Case of IoE in The Healthcare Ecosystem
• 24 Toward the Service Science of Education
• 25 Leveraging Big Data Platform Technologies and Analytics to Enhance Smart City Mobility Services
• 26 Population Health as a Network of Services: Integration of Health, Education, and Social Services
• 27 Incremental and Radical Service Innovation in Healthcare
• 28 Further Advancing Service Science with Service-Dominant Logic: Service Ecosystems, Institutions, and their Implications for Innovation
• 29 On the Ethical Implications of Big Data in Service Systems
• 30 Service-Dominant Logic: Inward and Outward Views
• 31 Service Economies and Complexity
• 32 A Perspective on the Field of Service Science
• 33 Embedding Humans into Service Systems Analysis: The Evolution of Mathematical Thinking about Services
• 34 The Demolition of Service Scientists' Cultural-boundaries
• 35 Capturing Value in the Service Economy
• 36 Service as Intersubjective Struggle. .