This book showcases state-of-the-art advances in service science and related fields of research, education, and practice. It presents emerging technologies and applications in contexts ranging from healthcare, energy, finance, and information technology to transportation, sports, logistics, and public services. Regardless of its size and service, every service organization is a service system. Due to the socio-technical nature of service systems, a systems approach must be adopted in order to design, develop and deliver services aimed at meeting end users' utilitarian and socio-psychological needs alike. Understanding services and service systems often requires combining multiple methods to consider how interactions between people, technologies, organizations and information create value under various conditions. The papers in this volume highlight a host of ways to approach these challenges in service science and are based on submissions to the 2021 INFORMS Conference on Service Science.

The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context. The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today's new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume. The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems-On the Nature of Service Interactions; 3) Service Ecosystems-On the Broad Context of Service; 4) Challenges-On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society. Handbook of Service Science, Volume II offers a thorough reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

This book showcases state-of-the-art advances in service science and related fields of research, education, and practice. It presents emerging technologies and applications in contexts ranging from healthcare, energy, finance, and information technology to transportation, sports, logistics, and public services. Regardless of its size and service, every service organization is a service system. Due to the socio-technical nature of service systems, a systems approach must be adopted in order to design, develop and deliver services aimed at meeting end users' utilitarian and socio-psychological needs alike. Understanding services and service systems often requires combining multiple methods to consider how interactions between people, technologies, organizations and information create value under various conditions. The papers in this volume highlight a host of ways to approach these challenges in service science and are based on submissions to the 2021 INFORMS Conference on Service Science.

The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context. The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today's new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume. The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems-On the Nature of Service Interactions; 3) Service Ecosystems-On the Broad Context of Service; 4) Challenges-On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society. Handbook of Service Science, Volume II offers a thorough reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

Every day employees make decisions that ultimately get reflected in the financials. In many businesses, sales reps exert the most impact on the financial success of a business because their decisions directly affect one of the most important lines on the income statement-the sales line-however; other employee groups can influence financial results. Purchasing affects costs of goods sold; managers, supervisors and employees affect expenses; other employees affect the utilization of assets such as inventory, receivables and fixed assets; and "everyone" affects productivity. The good news for almost anyone in business is that a mere 1 percent improvement in key variables they influence every day can have a huge impact on profitability in a very short period of time. You do not have to make significant investments or wait years for the result. You do not have to create teams and initiate projects nor do you have to add any work to your current workload. You can make a difference today and start to see the results by month end "The 1% Difference" is a story about how a manager takes over a struggling branch office and realizes significant improvements in profitability. He begins by helping employees discover the multiplier affect of their decisions and then gets them fully engaged in finding small improvements. The result amazes everyone.

Every day employees make decisions that ultimately get reflected in the financials. In many businesses, sales reps exert the most impact on the financial success of a business because their decisions directly affect one of the most important lines on the income statement-the sales line-however; other employee groups can influence financial results. Purchasing affects costs of goods sold; managers, supervisors and employees affect expenses; other employees affect the utilization of assets such as inventory, receivables and fixed assets; and everyone affects productivity. The good news for almost anyone in business is that a mere 1 percent improvement in key variables they influence every day can have a huge impact on profitability in a very short period of time. You do not have to make significant investments or wait years for the result. You do not have to create teams and initiate projects nor do you have to add any work to your current workload. You can make a difference today and start to see the results by month end The 1% Difference is a story about how a manager takes over a struggling branch office and realizes significant improvements in profitability. He begins by helping employees discover the multiplier affect of their decisions and then gets them fully engaged in finding small improvements. The result amazes everyone.