Service Science: The Opportunity to Re-think What We Know About Service Design

@inproceedings{Voss2011ServiceST,
  title={Service Science: The Opportunity to Re-think What We Know About Service Design},
  author={Christopher A. Voss and Juliana Hsuan},
  booktitle={The Science of Service Systems},
  year={2011}
}
The challenge of developing a new concept of Services Science (or Service Science, Management and Engineering – SSME), articulated by Jim Spohrer of IBM, has triggered a wide range of thinking by both academics and practitioners alike. From an observer at the interface, it would seem to have gone through a number of phases. The first was to broadly define the scope of the field. This has been done, though as SSME begins to mature, this scope has been questioned and it can be argued that it is… CONTINUE READING

From This Paper

Figures and tables from this paper.

Citations

Publications citing this paper.

References

Publications referenced by this paper.
Showing 1-10 of 26 references

Insights Into Service Operations Management: A Research Agenda

  • A. V. Roth, L. J. Menor
  • Production and Operations Management,
  • 2003
Highly Influential
3 Excerpts

Applying platform design to improve the integration of patient services across the continuum of care

  • M. H. Meyer, E. Jekowsky, F. G. Crane
  • Managing Service Quality,
  • 2007
1 Excerpt

Innovation in Experiential Services an Experiential view

  • C. A. Voss, L. Zomerdijk
  • 2007
1 Excerpt

Innovation in Experiential Services an Experiential view, Innovation in Services, DTI

  • C. A. Voss, L. Zomerdijk
  • Occasional Paper no 9,
  • 2007
1 Excerpt

Managing Service Innovation, Innovation in Services, DTI Occasional Paper

  • J. Bessant, A. Davies
  • UK Department of Trade and Industry
  • 2007
1 Excerpt

Similar Papers

Loading similar papers…