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Table of Contents
1 Introduction: Why Another Handbook?
2 Service Timing: Designing and Executing Service in a Dynamic Environment
3 Designing Service Systems to Enhance Perceived Decision Control
4 The Sequence of Service: An Affect Perspective to Service Scheduling
5 Customer Adoption of AI in Service Encounters
6 Optimal Structure of Experiential Services: Review and Extensions
7 A Human-centered, Multidisciplinary, and Transformative Approach to Service Science: A Service Design Perspective
8 Emerging Design Research Themes: A Research Review from Design, Service, and Management Studies
9 High-tech vs. High Touch Service Design in Healthcare: A Case for Considering the Emotional Biorhythm of the Patient in Technology Interventions
10 Customer Experience Analytics: Dynamic Customer-Centric Model
11 The Future of Service Systems: From Synergetics to Multi-Sided Platforms
12 Using Employees' Collective Intelligence for Service Innovation: Theory and Instruments
13 A Multilayer Framework for Service System Analysis
14 People and Social Interaction: Drivers of Service Innovation
15 Queues in Service Systems: Some Unusual Applications
16 Clarifying the Concept of Smart Service Systems
17 Exploring the Journey to Services
18 Digital Workers in Nested, Networked Holistic Service Systems: A New Workplace Culture from a Service Science Perspective
19 Visualizing and Improving Service Processes with PCN Analysis
20 Value-in-Context: An Exploration of the Context of Value and the Value of Context
21 On the Evolution of Service Ecosystems: A Study of the Emerging API Economy
22 Institutionalization Process of Service Innovation: Overcoming Competing Institutional Logics in Service Ecosystems
23 Innovation in Sociomaterial Practices. The Case of IoE in The Healthcare Ecosystem
24 Toward the Service Science of Education
25 Leveraging Big Data Platform Technologies and Analytics to Enhance Smart City Mobility Services
26 Population Health as a Network of Services: Integration of Health, Education, and Social Services
27 Incremental and Radical Service Innovation in Healthcare
28 Further Advancing Service Science with Service-Dominant Logic: Service Ecosystems, Institutions, and their Implications for Innovation
29 On the Ethical Implications of Big Data in Service Systems
30 Service-Dominant Logic: Inward and Outward Views
31 Service Economies and Complexity
32 A Perspective on the Field of Service Science
33 Embedding Humans into Service Systems Analysis: The Evolution of Mathematical Thinking about Services
34 The Demolition of Service Scientists' Cultural-boundaries
35 Capturing Value in the Service Economy
36 Service as Intersubjective Struggle.
2 Service Timing: Designing and Executing Service in a Dynamic Environment
3 Designing Service Systems to Enhance Perceived Decision Control
4 The Sequence of Service: An Affect Perspective to Service Scheduling
5 Customer Adoption of AI in Service Encounters
6 Optimal Structure of Experiential Services: Review and Extensions
7 A Human-centered, Multidisciplinary, and Transformative Approach to Service Science: A Service Design Perspective
8 Emerging Design Research Themes: A Research Review from Design, Service, and Management Studies
9 High-tech vs. High Touch Service Design in Healthcare: A Case for Considering the Emotional Biorhythm of the Patient in Technology Interventions
10 Customer Experience Analytics: Dynamic Customer-Centric Model
11 The Future of Service Systems: From Synergetics to Multi-Sided Platforms
12 Using Employees' Collective Intelligence for Service Innovation: Theory and Instruments
13 A Multilayer Framework for Service System Analysis
14 People and Social Interaction: Drivers of Service Innovation
15 Queues in Service Systems: Some Unusual Applications
16 Clarifying the Concept of Smart Service Systems
17 Exploring the Journey to Services
18 Digital Workers in Nested, Networked Holistic Service Systems: A New Workplace Culture from a Service Science Perspective
19 Visualizing and Improving Service Processes with PCN Analysis
20 Value-in-Context: An Exploration of the Context of Value and the Value of Context
21 On the Evolution of Service Ecosystems: A Study of the Emerging API Economy
22 Institutionalization Process of Service Innovation: Overcoming Competing Institutional Logics in Service Ecosystems
23 Innovation in Sociomaterial Practices. The Case of IoE in The Healthcare Ecosystem
24 Toward the Service Science of Education
25 Leveraging Big Data Platform Technologies and Analytics to Enhance Smart City Mobility Services
26 Population Health as a Network of Services: Integration of Health, Education, and Social Services
27 Incremental and Radical Service Innovation in Healthcare
28 Further Advancing Service Science with Service-Dominant Logic: Service Ecosystems, Institutions, and their Implications for Innovation
29 On the Ethical Implications of Big Data in Service Systems
30 Service-Dominant Logic: Inward and Outward Views
31 Service Economies and Complexity
32 A Perspective on the Field of Service Science
33 Embedding Humans into Service Systems Analysis: The Evolution of Mathematical Thinking about Services
34 The Demolition of Service Scientists' Cultural-boundaries
35 Capturing Value in the Service Economy
36 Service as Intersubjective Struggle.