Introduction to Service Engineering

College graduates need to gain new skills to thrive in a service business environment. Compiled by an editorial board of specialists in the various areas and edited by a best selling author, I ntroduction to Service Engineering is the ideal textbook as well as reference for professionals interested in service engineering.

Informationen zum Autor GAVRIEL SALVENDY is a professor emeritus at Purdue University and the Chair Professor and head of the Department of Industrial Engineering at Tsinghua University, Beijing, China. He is a member of the National Academy of Engineering. He also has written and edited thirty books, including Handbook of Industrial Engineering and Handbook of Human Factors and Ergonomics , both published by Wiley. www.ie.tsinghua.edu.cn/Salvendy WALDEMAR KARWOWSKI is a professor and the Chair of the Department of Industrial Engineering and Management Systems at the University of Central Florida. He is the editor of over forty books, including Organization and Management of Advanced Manufacturing and Design of Work and Development of Personnel in Advanced Manufacturing, both published by Wiley. www.iems.ucf.edu/about/faculty/karwowski.html Klappentext Industrial EngineeringWhat you need to know to engineer the global service economy.As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role.The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems.Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization* Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streamsWith chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering. Zusammenfassung College graduates need to gain new skills to thrive in a service business environment. Compiled by an editorial board of specialists in the various areas and edited by a best-selling author, Introduction to Service Engineering is the ideal textbook as well as reference for professionals interested in service engineering. Inhaltsverzeichnis Preface vi Contributor viii I Introduction 1 1 Service Science: Toward a Smarter Planet 3 J. Spohrer and P. P. Maglio 2 A Unified Service Theory 31 S. E. Sampson 3 Work in the Service Economy 48 J. Blomberg II Service Enterprises 71 4 Development of Hybrid Solutions-A Challenge for Organizations in a Competitive Environment 73 K. J. Zink, T. Baudach, and M. Kramp 5 Enterprise Value Creation in the Global Service Economy 100 A. Herman 6 Architecture of Service Organizations 109 M. Cases, D. A. Bodner, and B. Mutnury 7 Service Enterprise Modeling 135 Y. Yih and A. Chaturvedi 8 Applying the Methods of Systems Engineering to...

Auteur

GAVRIEL SALVENDY is a professor emeritus at Purdue University and the Chair Professor and head of the Department of Industrial Engineering at Tsinghua University, Beijing, China. He is a member of the National Academy of Engineering. He also has written and edited thirty books, including Handbook of Industrial Engineering and Handbook of Human Factors and Ergonomics, both published by Wiley. www.ie.tsinghua.edu.cn/Salvendy WALDEMAR KARWOWSKI is a professor and the Chair of the Department of Industrial Engineering and Management Systems at the University of Central Florida. He is the editor of over forty books, including Organization and Management of Advanced Manufacturing and Design of Work and Development of Personnel in Advanced Manufacturing, both published by Wiley. www.iems.ucf.edu/about/faculty/karwowski.html

Texte du rabat

Industrial Engineering What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization * Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.

Contenu

Preface vi

Contributor viii

I Introduction 1

1 Service Science: Toward a Smarter Planet 3
J. Spohrer and P. P. Maglio

2 A Unified Service Theory 31
S. E. Sampson

3 Work in the Service Economy 48
J. Blomberg

II Service Enterprises 71

4 Development of Hybrid Solutions-A Challenge for Organizations in a Competitive Environment 73
K. J. Zink, T. Baudach, and M. Kramp

5 Enterprise Value Creation in the Global Service Economy 100
A. Herman

6 Architecture of Service Organizations 109
M. Cases, D. A. Bodner, and B. Mutnury

7 Service Enterprise Modeling 135
Y. Yih and A. Chaturvedi

8 Applying the Methods of Systems Engineering to Services Engineering 159
M. R. Mott

III Service Design 177

9 Customer-Centered Design of Service Organizations 179
W. Karwowski, G. Salvendy, and T. Ahram

10 Design of Service-Oriented Architecture (SOA) 207
L.-J. Zhang and F. Bernardini

11 Design of Collaborative e-Service Systems 227
H. S. Ko and S. Y. Nof

12 New Service Development Process 253
K. J. Kim and T. Meiren

13 A Methodology for Designing Services: A Modeling …