The Science of Service Systems
The Science of Service Systems intends to stimulate discussion and understanding by presenting theory-based research with actionable results. Most of the articles focus on formalizing the theoretical foundations for a science of service systems, examining
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Service Science: Research and Innovations in the Service Economy
Haluk Demirkan James C. Spohrer Vikas Krishna Editors
The Science of Service Systems Foreword by Richard B. Chase
The Science of Service Systems
Service Science: Research and Innovations in the Service Economy Series Editors Bill Hefley Katz Graduate School of Business & College of Business Administration University of Pittsburgh Mervis Hall Pittsburgh, PA 15260 USA E-mail: [email protected] Wendy Murphy IBM c/o 1954 Rocky Cove Lane Denton, NC 27239 E-mail: [email protected]
For more information and a complete list of titles in this series, please visit http://www.springer.com/series/8080
Haluk Demirkan Vikas Krishna
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James C. Spohrer
Editors
The Science of Service Systems Foreword by Richard B. Chase
Editors Haluk Demirkan W. P. Carey School of Business Department of Information Systems Main Campus PO BOX 874606 85287 Tempe Arizona USA [email protected]
James C. Spohrer IBM Almaden Research Center San Jose, CA USA [email protected]
Vikas Krishna San Jose, CA USA [email protected]
ISBN 978-1-4419-8269-8 e-ISBN 978-1-4419-8270-4 DOI 10.1007/978-1-4419-8270-4 Springer New York Dordrecht Heidelberg London Library of Congress Control Number: 2011922500 # 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
It is with great pleasure that I write the foreword to this exceptional volume of papers on service science. I have found the study of services to be a fascinating endeavor and gladly admit to being a “service junkie” (Chase 1996). Thus, it is particularly exciting to be able to write the foreword to a book that contains contributions from other writers whose efforts also reflect a junkie level passion for the subject. Service, which is defined as the application of competence and knowledge to create benefit (or value) for another, derives from the interactions of entities known as service systems. Service systems, the focus of this book, exist at multiple scales of organizations, from individual people to businesses and nations, chain together into globally integrated service networks of multiple types: business-to-consumer (B2C), business-to-business (B2B), consumer-to-consumer (C2C), business-togove
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