Service Science

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.

• Foreword xiiiJames C. SpohrerForeword xvRichard C. LarsonPreface xixAcknowledgments xxv1. Evolving and Holistic View of Service 11.1 What is Service? 11.2 Different Perspectives on Service 41.3 The Lifecycle of Service 51.4 Service Encounters Throughout the Lifecycle of Service 81.5 The Economic Globalization 141.6 The Evolving and Holistic View of Service 201.7 Summary 29References 292. Definition of Service 322.1 From Manufacturing to Service: The Economic Shift 332.2 Total Service Lifecycle: The Service Provider’s Perspective 442.3 A Service Definition for This Book 522.4 Final Remarks 58References 583. The Need for the Science of Service 613.1 A Brief Review of the Evolution of Service Research 623.2 Service as a Process of Transformation 643.3 Formation of Service Encounters Networks 673.4 Inherent Nature of Sociotechnical Service Systems 713.5 Digitalization of Service Systems 743.6 An Innovative Approach to Developing Service Science 793.6.1 Service Value Chains in the Service Encounter Perspective 793.6.2 A Systemic and Lifecycle Approach to Exploring Service 83References 884. Service Science Fundamentals 924.1 The Fundamental Laws of Service: A Systemic Viewpoint 934.1.1 Newton’s Three Laws of Motion 944.1.2 The Three Fundamental Laws of Service: The Newtonian Approach 964.1.3 A Systemic View of the Fundamental Laws of Service 994.2 The Service Encounter Sociophysics 1044.2.1 The Service Encounter Dynamics of a Service System 1054.2.2 The Laws of Service for Service Encounters 1084.2.3 Service as a Value Cocreation Process: From SMART to SMARTER 1114.3 Service Science: A Promising Interdisciplinary Field 1154.4 Final Remarks 122References 1235. Organizational and IT Perspectives of Service Systems and Networks 1275.1 Service as an Offering of a Service System 1295.1.1 Service Business Strategy and Planning 1325.1.2 Service Marketing 1345.1.3 Service Design and Engineering 1355.1.4 Service Delivery, Operations, and Management 1355.2 Putting People First 1375.2.1 The Digitalization Approach to Capture People’s Behavioral Dynamics 1395.2.2 Supplementary Approaches to Capture People’s Behavioral Dynamics 1405.2.3 Putting People First 1415.3 Controllable and Tractable Service Systems in Pursuit of Smarter Operations 1425.3.1 Overview of Enterprise Service Computing 1435.3.2 Service-Oriented Architecture 1455.3.3 Component Process Model 1465.3.4 Business Process Management 1485.4 Competitiveness, Sustainability, and Innovation: Systems Approaches to Explore the Sociotechnical Natures of Service Systems and Networks 1495.5 Final Remarks 152Acknowledgment 155References 1556. Computational Thinking of Service Systems and Networks 1586.1 Monitoring and Capturing People-Centric Service Network Dynamics in Real Time 1596.1.1 Computational Thinking of Service Systems and Networks: A Necessity in Service Science 1616.1.2 Big Data in Support of Computational Thinking of Service Systems and Networks 1626.2 Computational Thinking of Service Systems and Networks 1636.3 Modeling of a Configurable and Competitive Service System 1646.3.1 The Systemic View of a Service System 1666.3.2 The Dynamics of Processes in a Service System 1696.3.3 The Dynamics of a Service System 1726.4 Service Systems’ Performance: Metrics and Measurements 1786.5 PDGroup as an Exploratory Example of Service Systems Modeling 1826.5.1 The Competitiveness of Service Systems: A Systems Approach 1856.5.2 The Competitiveness of Service Systems: A Network Approach 1876.5.3 Market, Discovery, and Strategy 1906.5.4 Design and Development 1926.5.5 Delivery, Operations, and Monitoring 1946.5.6 Optimization and Improvement 1946.5.7 Final Remarks on This Exploratory Example 1956.6 Conclusions 196Acknowledgment 197References 1977. Education as a Service and Educational Service Systems 1997.1 Systems of Schooling: Service Science’s Perspective 2007.2 A Quality Control and Management Case Study for Resident Education: The Systems Perspective 2037.2.1 A Typical System-Based Empirical Approach to Explore a Service System 2047.2.2 Questionnaires and Responses 2087.2.3 Modeling and Analytics 2107.2.4 Analytics and Decision-Making Supports 2137.3 Off-Campus Learning: An Example of High School STEM Education Enhancement 2217.3.1 A Transformative Education Service System (TESS) 2257.3.2 Systems Performance Analysis 2297.3.3 A Goal-Driven Learning System: Optimization and Improvement 2347.3.4 Continuously Enhancing STEM Education 2377.4 A Lifecycle and Real-Time-Based Approach to Service Engineering and Management 2377.5 Summary 239Acknowledgment 240References 2408. Online Education Service and MOOCs 2488.1 Introduction 2508.2 A Systemic Approach to Analyze Collaborative Learning 2548.3 Collaborative Learning Analytics: Part I 2578.3.1 Data Collection 2588.3.2 Evaluating Learning Effectiveness 2608.3.3 Identifying Best Practices 2618.3.4 Brief Remarks on Part I of Collaborative Learning Analytics 2668.4 Collaborative Learning Analytics: Part II 2678.4.1 Individual’s Profile, Learning Activities, and the Learning Outcomes 2678.4.2 Pedagogical Engagements and Learning Outcomes in the Network Perspective 2738.4.3 Guiding Individual’s Participations in Real Time for Improved Learning Outcomes 2788.4.4 Brief Remarks on Part II of Collaborative Learning Analytics 2788.5 The Significance of This Illustrated Case Study 2818.6 Conclusions 281References 2839. The Science of Service Systems and Networks 2869.1 The Science of Service Systems and Networks 2879.1.1 Enhancing the Approaches to Explore Service Systems and Networks 2929.1.2 A Pragmatic Approach to Explore Service Systems 2939.2 The Science of Service in the Twenty-First Century 295References 299Index 301