Cover image for Introduction to service engineering
Title:
Introduction to service engineering
Publication Information:
New Jersey : John Wiley & Sons 2010
Physical Description:
xii, 659 p. : ill. ; 25 cm.
ISBN:
9780470382417

Available:*

Library
Item Barcode
Call Number
Material Type
Item Category 1
Status
Searching...
30000010214529 TK5105.5 I5734 2010 Open Access Book Book
Searching...

On Order

Summary

Summary

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.


Author Notes

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 at Human Factors and Ergonomics, both published by Wiley.
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.


Table of Contents

J. Spohrer and P. P. MaglioS. E. SampsonJ. BlombergK. J. Zink and T. Baudach and M. KrampA. HermanM. Cases and D. A. Bodner and B. MutnuryY. Yih and A. ChaturvediM. R. MottW. Karwowski and G. Salvendy and T. AhramL.-J. Zhang and F. BernardiniH.S. Ko and S.Y. NofK. J. Kim and T. MeirenT. Sakao and E. Sundin and M. Lindahl and Y. ShimomuraS. McLaughlinM. A. Akaka and S. L. Vargo and R. F. LuschP. LillrankR. Feinberg and C. BriggsF. Voehl and A. ElshennawyS. Evenson and H. DubberlyB. Stauss and W. SeidelC. DruryN. Partarakis and C. Doulgeraki and M. Antona and C. StephanidisC. PautassoN. Partarakis and C. Doulgeraki and M. Antona and C. StephanidisN. Dholakia and R. R. DholakiaH. Luczak and G. GuderganJ. Tidd and F. HullK. Ratakonda and Y.-M. Chee and D. Oppenheim and F. BernardiniW. M. Grudzewski and I. K. Hejduk
Prefacep. vi
Contributorp. viii
I Introductionp. 1
1 Service Science: Toward a Smarter Planetp. 3
2 A Unified Service Theoryp. 31
3 Work in the Service Economyp. 48
II Service Enterprisesp. 71
4 Development of Hybrid Solutions-A Challenge for Organizations in a Competitive Environmentp. 73
5 Enterprise Value Creation in the Global Service Economyp. 100
6 Architecture of Service Organizationsp. 109
7 Service Enterprise Modelingp. 135
8 Applying the Methods of Systems Engineering to Services Engineeringp. 159
III Service Designp. 177
9 Customer-Centered Design of Service Organizationsp. 179
10 Design of Service-Oriented Architecture (SOA)p. 207
11 Design of Collaborative e-Service Systemsp. 227
12 New Service Development Processp. 253
13 A Methodology for Designing Services: A Modeling Method, Design Method, CAD Tool, and Their Industrial Applicationsp. 268
IV Service Operationsp. 295
14 Service Operations and Managementp. 297
15 A Service Perspective of Marketing, Operations, and Value Creationp. 316
16 Service Processesp. 338
17 Service Call Centers: Design and Operationp. 365
V Customer Service and Service Qualityp. 379
18 Lean Servicep. 379
19 Designing for Service: Creating an Experience Advantagep. 403
20 Complaint Managementp. 414
21 Integrating Service Quality and Human Factorsp. 433
VI Web Servicesp. 445
22 Designing Web-Based Servicesp. 447
23 Web Service Technologyp. 488
24 The Development of Web-Based Servicesp. 502
25 Global e-Organizationp. 533
VII Innovation in Service Systemsp. 545
26 The Evolution of Service Engineering-Toward the Implementation of Designing Integrative Solutionsp. 547
27 Managing Service Innovationp. 576
28 Streamlining the Delivery of Complex SOA Solutions with Global Resourcesp. 602
29 Technology Transfer Streams in Service Industryp. 621
Indexp. 645