edited by Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer
Context: Origins -- Revisiting “Where Does the Customer Fit in a Service Operation?” -- The Service Profit Chain -- Winning the Service Game -- Customer Equity -- Service Worldsservice worlds -- Context: Theory -- The Unified Service Theory -- Advancing Service Scienceservice science with Service-Dominant Logicservice-dominant logic -- Toward a Science of Service Systems -- Research and Practice: Design -- Technology’s Impact on the Gaps Model of Service Quality -- Seven Contexts for Service System Design -- Business Architectures for the Design of Enterprise Service Systems -- A Service Practice Approach -- Research and Practice: Operations -- The Neglect of Service Scienceservice science in the Operations Management Field -- Death Spirals and Virtuous Cycles -- Service Scienceservice science -- Service Engineering -- Research and Practice: Delivery -- The Industrializationindustrialization of Information Services -- Workforce Analytics for the Services Economy -- Understanding Complex Product and Service Delivery Systems -- A Formal Model of Service Delivery -- Research and Practice: Innovation -- ServiceInnovationinnovation -- InnovationInnovation in Services and EntrepreneurshipEntrepreneurship -- Service Innovationservice innovation and Customer Co-development -- Advancing Services Innovation service innovation -- What Effects Do Legal law/legal Rules Have on Service Innovation innovation ? -- Future -- The Future of Service Is Long Overdue -- The Evolution and Future of Service -- Trading zones, Normative Scenarios, and Service Scienceservice science -- The Cambridge-IBM SSMESSME White Paper Revisited -- Service Scienceservice science , Management, and Engineering SSME (SSME) in Japan -- Innovationinnovation and Skills
