Service Systems Implementation
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 s
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Haluk Demirkan • James C. Spohrer Vikas Krishna Editors
Service Systems Implementation Foreword by Richard C. Larson
Editors Haluk Demirkan W. P. Carey School of Business Department of Information Systems Main Campus PO BOX 874606 85287 Tempe AZ, USA [email protected]
James C. Spohrer IBM Research - Almaden Harry Road 650 95120-6099 San Jose CA, USA [email protected]
Vikas Krishna San Jose CA, USA [email protected] Series Editors: Bill Hefley Katz Graduate School of Business & College of Business Administration University of Pittsburgh PA 15260 USA [email protected]
Wendy Murphy IBM c/o 1954 Rocky Cove Lane Denton, NC 27239 USA [email protected]
ISSN 1865-4924 e-ISSN 1865-4932 ISBN 978-1-4419-7903-2 e-ISBN 978-1-4419-7904-9 DOI 10.1007/978-1-4419-7904-9 Springer New York Dordrecht Heidelberg London Library of Congress Control Number: 2011921337 © 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 Richard C. Larson Engineering Systems Division, MIT
Number please. These words were once heard when picking up the telephone to make a call. Yes, a human telephone operator was involved in making each connection. Floor please? Only a few decades ago, a human operator spoke these words as he maneuvered a long lever to get you to your desired floor. Fill it up? You heard this question when stopping to get gasoline in what is now called a ‘full service’ service station. Do you want any large bills? You might have heard this question from a bank teller upon cashing a check or withdrawing funds, prior to the widescale implementation of ATM’s (Automated Teller Machines). These are but a few examples of how services have changed over the past 60 or so years. In many services, as with telephones, humans have been replaced by technology. In others, such as self-serve gasoline ‘service stations,’ the consumer has become the server! And in many cases, both changes have happened at once: technology removed the human server and the customer performs the service, as with ATMs and elevators. The number of human elevator operators has dropped about 90% since 1950 (Hedberg 2010). Traditional telephone operators
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