"Service Systems Implementation" provides the latest
applications and practices aimed at improving the key performance
indicators of service systems, especially those related to service
quality, service productivity, regulatory compliance, and
sustainable service innovation. The book presents action-oriented,
application-oriented, design science-oriented (artifacts building:
constructs, models, methods and instantiations) and case
study-oriented research with actionable results by illustrating
techniques that can be employed in large scale, real world
examples. The case studies will help visualize service systems
along the four key dimensions of people, information, technology
and value propositions which can help enable better integration
between them towards higher value propositions.
The chapters, written by leading experts in the field, examine a
wide range of substantive issues and implementations related to
service science in various industries. These contributions also
showcase the application of an array of research methods, including
surveys, experiments, design science, case studies and frameworks,
providing the reader with insights and guidelines to assist in
building their own service systems, and thus, moving toward a more
favorable service customer and provider experience.
"Service Systems Implementation," along with its companion text,
"The Science of Service Systems," is designed to present
multidisciplinary and multisectoral perspectives on the nature of
service systems, on research and practice in service, and on the
future directions to advance service science. These two volumes
compose a collection of articles from those involved in the
emerging area known as service science.
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