Service science : the foundations of service engineering and management - Qiu, Robin G. (Wiley, 2014)
Machine generated contents note: Foreward Preface Acknowledgements Biography Chapter 1. Evolving and Holistic View of Services 1.1 What is Service? 1.2 Different Perspectives on Service 1.3 The Lifecycle of Service 1.4 Service Encounters throughout the Lifecycle of Service 1.5 The Economy Globalization 1.6 The Evolving and Holistic View of Service 1.7 Summary Chapter 2. Definition of Service 2.1 From Manufacturing to Service: the Economic Shift 2.2 Total Service Lifecycle: the Service Provider's Perspective 2.3 A Service Definition for This Book 2.4 Chapter Final Remarks Chapter 3. The Need for the Science of Service 3.1 A Brief Review of the Evolution of Service Research 3.2 Service as a Process of Transformation 3.3 Formation of Service Encounters Networks 3.4 Constituting Socio-Technical Service Systems 3.5 Digitalization of Service Systems 3.6 An Innovative Approach to Exploring Service Science Chapter 4. Service Science Fundamentals 4.1 The Fundamental Laws of Service: A Systemic Viewpoint 4.2 The Service Encounter Socio-physics 4.3 Service Science: a Promising Interdisciplinary Field 4.4 Conclusion Chapter 5. Organizational and IT Perspectives of Service Systems and Networks 5.1 Service as an Offering of a Service System 5.2 Putting People First 5.3 Controllable and Tractable Service Systems in Pursuit of Smarter Operations 5.4 Competitiveness, Sustainability, and Innovation : Systems Approaches to Exploring the Socio-Technical Natures of Service Systems and Networks 5.5 Final Remarks Chapter 6. Computational Thinking of Service Systems and Networks 6.1 Monitoring and Capturing People-centric Service Network Dynamics in Real Time 6.2 Computational Thinking of Service Systems 6.3 Modeling of a Configurable and Competitive Service System 6.4 Service Systems' Performance: Metrics and Measurements 6.5 PDGroup as an Exploratory Example of Service Systems Modeling 6.6 Conclusions Chapter 7. Education as a Service and Educational Service Systems 7.1 Systems of Schooling: Service Science's Perspective 7.2 Off-campus Learning: An Example of High School STEM Education Enhancement 7.3 A Quality Control and Management Case Study for Resident Education: the Systems Perspective 7.4 A Lifecycle and Real-time based Approach to Service Engineering and Management 7.5 Summary Chapter 8. Online Education Service and MOOCs 8.1 Introduction 8.2 A Systemic Approach to Analyzing Collaborative Learning 8.3 Collaborative Leaning Analytics: Part I 8.4 Collaborative Leaning Analytics: Part II 8.5 Conclusions Chapter 9. The Science of Service Systems and Networks 9.1 The Science of Service Systems and Networks 9.2 The Science of Service in the 21st Century .