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by Robin G. Qiu
Service Science: The Foundations of Service Engineering and Management
Cover
Title Page
Copyright
Dedication
Foreword
Foreword
Preface
Acknowledgments
Chapter 1: Evolving and Holistic View of Service
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 Economic Globalization
1.6 The Evolving and Holistic View of Service
1.7 Summary
References
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 Final Remarks
References
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 Inherent Nature of Sociotechnical Service Systems
3.5 Digitalization of Service Systems
3.6 An Innovative Approach to Developing Service Science
References
Chapter 4: Service Science Fundamentals
4.1 The Fundamental Laws of Service: A Systemic Viewpoint
4.2 The Service Encounter Sociophysics
4.3 Service Science: A Promising Interdisciplinary Field
4.4 Final Remarks
References
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 Explore The Sociotechnical Natures of Service Systems and Networks
5.5 Final Remarks
Acknowledgment
References
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 and Networks
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
Acknowledgment
References
Chapter 7: Education as a Service and Educational Service Systems
7.1 Systems of Schooling: Service Science's Perspective
7.2 A Quality Control and Management Case Study for Resident Education: The Systems Perspective
7.3 Off-Campus Learning: An Example of High School STEM Education Enhancement
7.4 A Lifecycle and Real-Time-Based Approach to Service Engineering and Management
7.5 Summary
Acknowledgment
References
Chapter 8: Online Education Service and MOOCs
8.1 Introduction
8.2 A Systemic Approach to Analyze Collaborative Learning
8.3 Collaborative Learning Analytics: Part I
8.4 Collaborative Learning Analytics: Part II
8.5 The Significance of This Illustrated Case Study
8.6 Conclusions
References
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 Twenty-First Century
References
Index
End User License Agreement
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Prev
Previous Chapter
Cover
Next
Next Chapter
Title Page
Table of Contents
Cover
Title Page
Copyright
Dedication
Foreword
Foreword
Preface
Acknowledgments
Chapter 1: Evolving and Holistic View of Service
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 Economic Globalization
1.6 The Evolving and Holistic View of Service
1.7 Summary
References
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 Final Remarks
References
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 Inherent Nature of Sociotechnical Service Systems
3.5 Digitalization of Service Systems
3.6 An Innovative Approach to Developing Service Science
References
Chapter 4: Service Science Fundamentals
4.1 The Fundamental Laws of Service: A Systemic Viewpoint
4.2 The Service Encounter Sociophysics
4.3 Service Science: A Promising Interdisciplinary Field
4.4 Final Remarks
References
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 Explore The Sociotechnical Natures of Service Systems and Networks
5.5 Final Remarks
Acknowledgment
References
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 and Networks
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
Acknowledgment
References
Chapter 7: Education as a Service and Educational Service Systems
7.1 Systems of Schooling: Service Science's Perspective
7.2 A Quality Control and Management Case Study for Resident Education: The Systems Perspective
7.3 Off-Campus Learning: An Example of High School STEM Education Enhancement
7.4 A Lifecycle and Real-Time-Based Approach to Service Engineering and Management
7.5 Summary
Acknowledgment
References
Chapter 8: Online Education Service and MOOCs
8.1 Introduction
8.2 A Systemic Approach to Analyze Collaborative Learning
8.3 Collaborative Learning Analytics: Part I
8.4 Collaborative Learning Analytics: Part II
8.5 The Significance of This Illustrated Case Study
8.6 Conclusions
References
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 Twenty-First Century
References
Index
End User License Agreement
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Guide
Cover
Table of Contents
Preface
Chapter 1: Evolving and Holistic View of Service
List of Illustrations
Figure 1.1
Figure 1.2
Figure 1.3
Figure 1.4
Figure 1.5
Figure 1.6
Figure 1.7
Figure 1.8
Figure 1.9
Figure 1.10
Figure 1.11
Figure 1.12
Figure 1.13
Figure 1.14
Figure 1.15
Figure 1.16
Figure 1.17
Figure 1.18
Figure 1.19
Figure 1.20
Figure 1.21
Figure 1.22
Figure 2.1
Figure 2.2
Figure 2.3
Figure 2.4
Figure 2.6
Figure 2.7
Figure 2.8
Figure 2.9
Figure 2.10
Figure 2.11
Figure 2.12
Figure 2.13
Figure 2.14
Figure 2.15
Figure 2.16
Figure 3.1
Figure 3.2
Figure 3.3
Figure 3.4
Figure 3.5
Figure 3.6
Figure 3.7
Figure 3.8
Figure 3.9
Figure 3.10
Figure 4.1
Figure 4.2
Figure 4.3
Figure 4.4
Figure 4.5
Figure 4.6
Figure 4.7
Figure 4.8
Figure 4.9
Figure 4.10
Figure 4.11
Figure 4.12
Figure 5.1
Figure 5.2
Figure 5.3
Figure 5.4
Figure 5.5
Figure 5.6
Figure 5.7
Figure 5.8
Figure 5.9
Figure 5.10
Figure 5.11
Figure 5.12
Figure 6.1
Figure 6.2
Figure 6.3
Figure 6.4
Figure 6.5
Figure 6.6
Figure 6.7
Figure 6.8
Figure 6.9
Figure 6.10
Figure 6.11
Figure 6.12
Figure 6.13
Figure 6.14
Figure 6.15
Figure 6.16
Figure 6.17
Figure 6.18
Figure 6.19
Figure 6.20
Figure 6.21
Figure 6.22
Figure 7.1
Figure 7.2
Figure 7.3
Figure 7.4
Figure 7.5
Figure 7.6
Figure 7.7
Figure 7.8
Figure 7.9
Figure 7.10
Figure 7.11
Figure 7.12
Figure 7.13
Figure 7.14
Figure 7.15
Figure 7.16
Figure 7.17
Figure 7.18
Figure 7.19
Figure 7.20
Figure 7.21
Figure 7.22
Figure 7.23
Figure 7.24
Figure 7.25
Figure 8.1
Figure 8.2
Figure 8.3
Figure 8.4
Figure 8.5
Figure 8.6
Figure 8.7
Figure 8.8
Figure 8.9
Figure 8.10
Figure 8.11
Figure 8.12
Figure 8.13
Figure 8.14
Figure 8.15
Figure 8.16
Figure 8.17
Figure 8.18
Figure 9.1
Figure 9.2
Figure 9.3
Figure 9.4
Figure 9.5
Figure 9.6
List of Tables
Table 1.1
Table 1.2
Table 2.1
Table 3.1
Table 4.1
Table 4.2
Table 7.1
Table 7.2
Table 7.3
Table 7.4
Table 7.5
Table 7.6
Table 7.7
Table 7.8
Table 7.9
Table 7.10
Table 7.11
Table 7.12
Table 7.13
Table 8.1
Table 8.2
Table 8.3
Table 8.4
Table 8.5
Table 8.6
Table 8.7
Table 8.8
Table 8.9
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