Introduction to Service Engineering

Introduction to Service Engineering

By: Waldemar Karwowski (author), Gavriel Salvendy (editor)Hardback

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Description

College graduates need to gain new skills to thrive in a service business environment. Compiled by an editorial board of specialists in the various areas and edited by a best-selling author, Introduction to Service Engineering is the ideal textbook as well as reference for professionals interested in service engineering. The book provides examples, problems, real world case studies, and a solutions manual. As the first book to globally bring together experts on all aspects of service engineering, this resource serves as a much-needed guide to both the processes and the management of service.

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About Author

Gavriel Salvendy is a professor emeritus at Purdue University and the Chair Professor and head of the Department of Industrial Engineering at Tsinghua University, Beijing, China. He is a member of the National Academy of Engineering. He also has written and edited thirty books, including Handbook of Industrial Engineering and Handbook of Human Factors and Ergonomics, both published by Wiley. www.ie.tsinghua.edu.cn/Salvendy 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

Contents

Preface.

Contributor.

I Introduction.

1 Service Science: Toward a Smarter Planet (J. Spohrer and P. P. Maglio).

2 A Unified Service Theory (S. E. Sampson).

3 Work in the Service Economy (J. Blomberg).

II Service Enterprises.

4 Development of Hybrid Solutions-A Challenge for Organizations in a Competitive Environment (K. J. Zink, T. Baudach, and M. Kramp).

5 Enterprise Value Creation in the Global Service Economy (A. Herman).

6 Architecture of Service Organizations (M. Cases, D. A. Bodner, and B. Mutnury).

7 Service Enterprise Modeling (Y. Yih and A. Chaturvedi).

8 Applying the Methods of Systems Engineering to Services Engineering (M. R. Mott).

III Service Design.

9 Customer-Centered Design of Service Organizations (W. Karwowski, G. Salvendy, and T. Ahram).

10 Design of Service-Oriented Architecture (SOA) (L.-J. Zhang and F. Bernardini).

11 Design of Collaborative e-Service Systems (H. S. Ko and S. Y. Nof).

12 New Service Development Process (K. J. Kim and T. Meiren).

13 A Methodology for Designing Services: A Modeling Method, Design Method, CAD Tool, and Their Industrial Applications (T. Sakao, E. Sundin, M. Lindahl, and Y. Shimomura).

IV Service Operations.

14 Service Operations and Management (S. McLaughlin).

15 A Service Perspective of Marketing, Operations, and Value Creation (M. A. Akaka, S. L. Vargo, and R. F. Lusch).

16 Service Processes (P. Lillrank).

17 Service Call Centers: Design and Operation (R. Feinberg and C. Briggs).

V Customer Service and Service Quality.

18 Lean Service (F. Voehl and A. Elshennawy).

19 Designing for Service: Creating an Experience Advantage (S. Evenson and H. Dubberly).

20 Complaint Management (B. Stauss and W. Seidel).

21 Integrating Service Quality and Human Factors (C. Drury).

VI Web Services.

22 Designing Web-Based Services (N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis).

23 Web Service Technology (C. Pautasso).

24 The Development of Web-Based Services (N. Partarakis, C. Doulgeraki, M. Antona, and C. Stephanidis).

25 Global e-Organization (N. Dholakia and R. R. Dholakia).

VII Innovation in Service Systems.

26 The Evolution of Service Engineering-Toward the Implementation of Designing Integrative Solutions (H. Luczak and G. Gudergan).

27 Managing Service Innovation (J. Tidd and F. Hull).

28 Streamlining the Delivery of Complex SOA Solutions with Global Resources (K. Ratakonda, Y.-M. Chee, D. Oppenheim, and F. Bernardini).

29 Technology Transfer Streams in Service Industry (W. M. Grudzewski and I. K. Hejduk).

Index.

Product Details

  • publication date: 26/01/2010
  • ISBN13: 9780470382417
  • Format: Hardback
  • Number Of Pages: 672
  • ID: 9780470382417
  • weight: 1300
  • ISBN10: 0470382414

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  • Saver Delivery: Yes
  • 1st Class Delivery: Yes
  • Courier Delivery: Yes
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