Service Science: The Foundations of Service Engineering and Management - Hardcover

Qiu, Robin G.

Hardcover

ISBN 10: 111810823X ISBN 13: 9781118108239

Verlag: Wiley, 2014

Inhaltsangabe

BY RELYING ON THE RECENT DEVELOPMENT OF SERVICE SCIENCE, THIS BOOK FOCUSES ON THE SCIENCE OF IMPLEMENTING A SERVICE SYSTEM THROUGHOUT ITS LIFECYCLE, SPANNING FROM SERVICE MARKETING, ENGINEERING, DELIVERY, QUALITY CONTROL, MANAGEMENT, TO FURTHER IMPROVEMENT. THE AUTHOR UTILIZES A COMBINED THEORETICAL AND PRACTICAL APPROACH TO DISCUSS THE FIELD OF SERVICE SCIENCE.  DRIVEN BY TODAYS NEW BUSINESS ENVIRONMENT, INCLUDING ADVANCED COMPUTING AND TELECOMMUNICATIONS, ACCELERATED BUSINESS GLOBALIZATION, INCREASED AUTOMATION, AND HIGHLY ON-DEMAND AND COMPETITIVE INNOVATIONS, EMPHASIS ON THE SERVICE SECTOR HAS EVOLVED TO SOURCES OF INNOVATIONS, COLLABORATION, AND VALUE CO-CREATION TO OPTIMALLY AND COST-EFFECTIVELY MEET THE NEEDS OF END USERS, I.E. SATISFACTION, SUCCESS, AND PROFITABILITY. LEADING AND COMPETITIVE SERVICES ENABLED BY SERVICE SYSTEMS ARE ALL REMARKABLY DELINEATED BY PEOPLE-CENTRIC, INFORMATION-DRIVEN, E-ORIENTED, AND SATISFACTION/SUCCESS-FOCUSED CHARACTERISTICS.  COMPARED TO THE MATURE KNOWLEDGE OF GOODS-PRODUCING BUSINESS PRACTICES, SERVICE SCIENCE IS DEVELOPING INNOVATIVE, NEW CONSTRUCTS FOR MATHEMATICAL MODELING, PROCESS DESIGN, MARKETING, RESOURCE-REVENUE-RISK MANAGEMENT, AND STRATEGY.  THE BOOK CONTAINS SIX PARTS: THE EVOLUTION OF SERVICES; SERVICE SYSTEMS PHYSICS; MARKET AND SERVICE DESIGN; ENGINEERING AND OPERATIONS; DELIVERY AND SERVICE QUALITY; AND SUSTAINMENT AND IMPROVEMENT.  BY ELIMINATING THEORETICAL DEPENDENCIES OF EACH PART, THE BOOK CAN ALSO BE TAILORED FOR STUDENTS WITH DIFFERENT BACKGROUNDS AND EXPECTATIONS.  AS OPPOSED TO TYPICAL COURSE BOOKS WHERE PROBLEMS AND EXERCISES ARE USED TO HELP READERS DIGEST COVERED SUBJECTS, THIS BOOK HEAVILY RELIES ON CASE STUDIES TO SHOW HOW THE PRESENTED THEORIES AND DESIGN PRINCIPLES ARE APPLIED IN PRACTICE, MAKING IT MORE SUITABLE FOR STUDENTS AND PROFESSIONALS TO MASTER THE FOUNDATIONS OF SERVICE MANAGEMENT.

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Reseña del editor

Features coverage of the service systems lifecycle, including service marketing, engineering, delivery, quality control, management, and sustainment

Featuring an innovative and holistic approach, Service Science: The Foundations of Service Engineering and Management provides a new perspective of service research and practice. The book presents a practical approach to the service systems lifecycle framework, which aids in understanding and capturing market trends; analyzing the design and engineering of service products and delivery networks; executing service operations; and controlling and managing the service lifecycles for competitive advantage.

Utilizing a combined theoretical and practical approach to discuss service science, Service Science: The Foundations of Service Engineering and Management also features:

• Case studies to illustrate how the presented theories and design principles are applied in practice to the definitions of fundamental service laws, including service interaction and socio-technical natures
• Computational thinking and system modeling such as abstraction, digitalization, holistic perspectives, and analytics
• Plentiful examples of service organizations such as automobile after-sale services, global project management networks, and express delivery services
• An interdisciplinary emphasis that includes integrated approaches from the fields of mathematics, engineering, industrial engineering, business, operations research, and management science
• A detailed analysis of the key concepts and body of knowledge for readers to master the foundations of service management

Service Science: The Foundations of Service Engineering and Management is an ideal reference for practitioners in the contemporary service engineering and management field as well as researchers in applied mathematics, statistics, business/management science, operations research, industrial engineering, and economics. The book is also appropriate as a text for upper-undergraduate and graduate-level courses in industrial engineering, operations research, and management science as well as MBA students studying service management.

Biografía del autor

Robin G. Qiu, PhD, is Professor of Information Science at The Pennsylvania State University. Dr. Qiu has published more than 60 journal publications, and his research interests include service science and systems; business analytics; social business; service operations and management; information systems and integration; and control and management of manufacturing systems.

Details zur Ausgabe

• Verlag: Wiley
• Erscheinungsdatum: 2014
• ISBN 10: 111810823X
• ISBN 13: 9781118108239
• Einband: Tapa dura
• Sprache: Englisch
• Anzahl der Seiten: 332