Service Design and Delivery
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of servic
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Mairi Macintyre Glenn Parry Jannis Angelis ●
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Editors
Service Design and Delivery
Editors Mairi Macintyre The University of Warwick WMG, CV4 7AL Coventry UK [email protected]
Glenn Parry Bristol Business School University of the West of England BS16 1QY [email protected]
Jannis Angelis The University of Warwick Warwick Business School CV4 7AL Coventry UK [email protected]
ISBN 978-1-4419-8320-6 e-ISBN 978-1-4419-8321-3 DOI 10.1007/978-1-4419-8321-3 Springer New York Dordrecht Heidelberg London Library of Congress Control Number: 2011924475 © Springer Science+Business Media, LLC 2011 All rights reserved. This work may not be translated or copied in whole or in part without the written permission of the publisher (Springer Science+Business Media, LLC, 233 Spring Street, New York, NY 10013, USA), except for brief excerpts in connection with reviews or scholarly analysis. Use in connection with any form of information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed is forbidden. The use in this publication of trade names, trademarks, service marks, and similar terms, even if they are not identified as such, is not to be taken as an expression of opinion as to whether or not they are subject to proprietary rights. Printed on acid-free paper Springer is part of Springer Science+Business Media (www.springer.com)
Foreword
In the 1950s a company formalised a new science. The company was IBM, and the science was Computer Science. Computer Science took parts of existing scientific and engineering disciplines and combined them in a new way. IBM recognised the need for the application of scientific disciplines to the emerging field of computers, and decided to provide the impetus itself. Today, we are so familiar with computer science that we don’t think about how its origins were intertwined with the commercial world. In 2004 a company formalised another new science. The company was IBM, and the science was Service Science. Service Science took parts of existing scientific, engineering and management disciplines and combined them in a new way. Again, IBM recognised the need for the application of scientific disciplines in this new field. But as yet we are not familiar with Service Science. It’s new, strange, challenging, amorphous … just waiting to be defined and explored! This book is to help you to start to understand Service Science, its importance to the world and its potential for the future. Why should you be interested? Around three-quarters of the GDP of developed nations is service-related. Many services are highly complex, bringing together a mesh of organisations, people, technologies and information to deliver value to their customers. Yet, until recently there has been relatively little work done to understand how these complex service systems achieve what they do, and therefore how to establ
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