Introduction to Service Engineering / Edition 1 available in Hardcover
Introduction to Service Engineering / Edition 1
- ISBN-10:
- 0470382414
- ISBN-13:
- 9780470382417
- Pub. Date:
- 01/12/2010
- Publisher:
- Wiley
Introduction to Service Engineering / Edition 1
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Overview
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.
Product Details
ISBN-13: | 9780470382417 |
---|---|
Publisher: | Wiley |
Publication date: | 01/12/2010 |
Pages: | 672 |
Product dimensions: | 7.70(w) x 9.30(h) x 1.60(d) |
About the Author
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
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Table of Contents
Preface viContributor viii
I Introduction 1
1 Service Science: Toward a Smarter Planet 3J. Spohrer and P. P. Maglio
2 A Unified Service Theory 31S. E. Sampson
3 Work in the Service Economy 48J. Blomberg
II Service Enterprises 71
4 Development of Hybrid Solutions—A Challenge for Organizations in a Competitive Environment 73K. J. Zink, T. Baudach, and M. Kramp
5 Enterprise Value Creation in the Global Service Economy 100A. Herman
6 Architecture of Service Organizations 109M. Cases, D. A. Bodner, and B. Mutnury
7 Service Enterprise Modeling 135Y. Yih and A. Chaturvedi
8 Applying the Methods of Systems Engineering to Services Engineering 159M. R. Mott
III Service Design 177
9 Customer-Centered Design of Service Organizations 179W. Karwowski, G. Salvendy, and T. Ahram
10 Design of Service-Oriented Architecture (SOA) 207L.-J. Zhang and F. Bernardini
11 Design of Collaborative e-Service Systems 227H. S. Ko and S. Y. Nof
12 New Service Development Process 253K. J. Kim and T. Meiren
13 A Methodology for Designing Services: A Modeling Method, Design Method, CAD Tool, and Their Industrial Applications 268T. Sakao, E. Sundin, M. Lindahl, and Y. Shimomura
IV Service Operations 295
14 Service Operations and Management 297S. McLaughlin
15 A Service Perspective of Marketing, Operations, and Value Creation 316M. A. Akaka, S. L. Vargo, and R. F. Lusch
16 Service Processes 338P. Lillrank
17 Service Call Centers: Design and Operation 365R. Feinberg and C. Briggs
V Customer Service and Service Quality 379
18 Lean Service 381F. Voehl and A. Elshennawy
19 Designing for Service: Creating an Experience Advantage 403S. Evenson and H. Dubberly
20 Complaint Management 414B. Stauss and W. Seidel
21 Integrating Service Quality and Human Factors 433C. Drury
VI Web Services 445
22 Designing Web-Based Services 447N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis
23 Web Service Technology 488C. Pautasso
24 The Development of Web-Based Services 502N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis
25 Global e-Organization 533N. Dholakia and R. R. Dholakia
VII Innovation in Service Systems 545
26 The Evolution of Service Engineering—Toward the Implementation of Designing Integrative Solutions 547H. Luczak and G. Gudergan
27 Managing Service Innovation 576J. Tidd and F. Hull
28 Streamlining the Delivery of Complex SOA Solutions with Global Resources 602K. Ratakonda, Y.-M. Chee, D. Oppenheim, and F. Bernardini
29 Technology Transfer Streams in Service Industry 621W. M. Grudzewski and I. K. Hejduk
Index 645