000 08087cam a2200829 i 4500
001 ocn878117339
003 OCoLC
005 20230823105827.0
006 m o d
007 cr |||||||||||
008 140423s2014 nju ob 001 0 eng
010 _a 2014016293
040 _aDLC
_beng
_erda
_cDLC
_dYDX
_dN$T
_dEBLCP
_dYDXCP
_dE7B
_dOCLCF
_dDG1
_dUMI
_dDEBBG
_dTEFOD
_dDEBSZ
_dCDX
_dCOO
_dTEFOD
_dOCLCQ
_dVT2
_dRECBK
019 _a891187293
_a908281511
_a959871960
_a960737197
_a961538746
_a962564212
020 _a9781118551851 (epub)
020 _a1118551850 (epub)
020 _a9781118551837 (pdf)
020 _a1118551834 (pdf)
020 _z9781118108239 (hardback)
020 _a9781118551820
020 _a1118551826
020 _z111810823X
029 1 _aCHVBK
_b325943842
029 1 _aCHBIS
_b010259815
029 1 _aDEBSZ
_b417232845
029 1 _aNZ1
_b15922678
029 1 _aDEBSZ
_b431717613
029 1 _aDEBBG
_bBV042182600
029 1 _aDEBBG
_bBV043396706
029 1 _aAU@
_b000052795000
035 _a(OCoLC)878117339
_z(OCoLC)891187293
_z(OCoLC)908281511
_z(OCoLC)959871960
_z(OCoLC)960737197
_z(OCoLC)961538746
_z(OCoLC)962564212
037 _aCL0500000478
_bSafari Books Online
037 _a795BB69B-9ADC-458A-89EB-B08B0863AEE3
_bOverDrive, Inc.
_nhttp://www.overdrive.com
042 _apcc
050 0 0 _aHD9980.5
072 7 _aBUS
_x082000
_2bisacsh
072 7 _aBUS
_x041000
_2bisacsh
072 7 _aBUS
_x042000
_2bisacsh
072 7 _aBUS
_x085000
_2bisacsh
082 0 0 _a658
_223
084 _aTEC029000
_aTEC009060
_2bisacsh
049 _aMAIN
100 1 _aQiu, Robin G.
245 1 0 _aService science :
_bthe foundations of service engineering and management /
_cRobin G. Qiu, The Pennsylvania State University USA.
264 1 _aHoboken, New Jersey :
_bWiley,
_c2014.
300 _a1 online resource.
336 _atext
_2rdacontent
337 _acomputer
_2rdamedia
338 _aonline resource
_2rdacarrier
520 _a"By relying on the recent development of service science, this book focuses on the science of implementing a service system throughout its lifecycle, spanning from service marketing, engineering, delivery, quality control, management, to further improvement. The author utilizes a combined theoretical and practical approach to discuss the field of service science. Driven by today's new business environment, including advanced computing and telecommunications, accelerated business globalization, increased automation, and highly on-demand and competitive innovations, emphasis on the service sector has evolved to sources of innovations, collaboration, and value co-creation to optimally and cost-effectively meet the needs of end users, i.e. satisfaction, success, and profitability. Leading and competitive services enabled by service systems are all remarkably delineated by people-centric, information-driven, e-oriented, and satisfaction/success-focused characteristics. Compared to the mature knowledge of goods-producing business practices, service science is developing innovative, new constructs for mathematical modeling, process design, marketing, resource-revenue-risk management, and strategy. The book contains six parts: the evolution of services; service systems physics; market and service design; engineering and operations; delivery and service quality; and sustainment and improvement. By eliminating theoretical dependencies of each part, the book can also be tailored for students with different backgrounds and expectations. As opposed to typical course books where problems and exercises are used to help readers digest covered subjects, this book heavily relies on case studies to show how the presented theories and design principles are applied in practice, making it more suitable for students and professionals to master the foundations of service management"--
_cProvided by publisher.
520 _a"As a reference and or self-study for academics, professionals, and researchers in applied mathematics, statistics, business/management science, operations research, industrial engineering, and economics; as a textbook for MBA students interested in understanding service management; appropriate as a textbook for upper-level undergraduate and graduate students"--
_cProvided by publisher.
504 _aIncludes bibliographical references and index.
500 _aMachine generated contents note: Foreward Preface Acknowledgements Biography Chapter 1. Evolving and Holistic View of Services 1.1 What is Service? 1.2 Different Perspectives on Service 1.3 The Lifecycle of Service 1.4 Service Encounters throughout the Lifecycle of Service 1.5 The Economy Globalization 1.6 The Evolving and Holistic View of Service 1.7 Summary Chapter 2. Definition of Service 2.1 From Manufacturing to Service: the Economic Shift 2.2 Total Service Lifecycle: the Service Provider's Perspective 2.3 A Service Definition for This Book 2.4 Chapter Final Remarks Chapter 3. The Need for the Science of Service 3.1 A Brief Review of the Evolution of Service Research 3.2 Service as a Process of Transformation 3.3 Formation of Service Encounters Networks 3.4 Constituting Socio-Technical Service Systems 3.5 Digitalization of Service Systems 3.6 An Innovative Approach to Exploring Service Science Chapter 4. Service Science Fundamentals 4.1 The Fundamental Laws of Service: A Systemic Viewpoint 4.2 The Service Encounter Socio-physics 4.3 Service Science: a Promising Interdisciplinary Field 4.4 Conclusion Chapter 5. Organizational and IT Perspectives of Service Systems and Networks 5.1 Service as an Offering of a Service System 5.2 Putting People First 5.3 Controllable and Tractable Service Systems in Pursuit of Smarter Operations 5.4 Competitiveness, Sustainability, and Innovation : Systems Approaches to Exploring the Socio-Technical Natures of Service Systems and Networks 5.5 Final Remarks Chapter 6. Computational Thinking of Service Systems and Networks 6.1 Monitoring and Capturing People-centric Service Network Dynamics in Real Time 6.2 Computational Thinking of Service Systems 6.3 Modeling of a Configurable and Competitive Service System 6.4 Service Systems' Performance: Metrics and Measurements 6.5 PDGroup as an Exploratory Example of Service Systems Modeling 6.6 Conclusions Chapter 7. Education as a Service and Educational Service Systems 7.1 Systems of Schooling: Service Science's Perspective 7.2 Off-campus Learning: An Example of High School STEM Education Enhancement 7.3 A Quality Control and Management Case Study for Resident Education: the Systems Perspective 7.4 A Lifecycle and Real-time based Approach to Service Engineering and Management 7.5 Summary Chapter 8. Online Education Service and MOOCs 8.1 Introduction 8.2 A Systemic Approach to Analyzing Collaborative Learning 8.3 Collaborative Leaning Analytics: Part I 8.4 Collaborative Leaning Analytics: Part II 8.5 Conclusions Chapter 9. The Science of Service Systems and Networks 9.1 The Science of Service Systems and Networks 9.2 The Science of Service in the 21st Century .
588 _aDescription based on print version record and CIP data provided by publisher.
650 0 _aService industries.
650 0 _aService life (Engineering)
650 0 _aIndustrial engineering.
650 7 _aTECHNOLOGY & ENGINEERING / Operations Research.
_2bisacsh
650 7 _aTECHNOLOGY & ENGINEERING / Industrial Engineering.
_2bisacsh
650 7 _aIndustrial engineering.
_2fast
_0(OCoLC)fst00970992
650 7 _aService industries.
_2fast
_0(OCoLC)fst01113407
650 7 _aService life (Engineering)
_2fast
_0(OCoLC)fst01113491
650 7 _aService industries.
_2local
650 7 _aService life (Engineering)
_2local
650 7 _aIndustrial engineering.
_2local
655 4 _aElectronic books.
655 0 _aElectronic books.
776 0 8 _iPrint version:
_aQiu, Robin G.
_tService science
_dHoboken, New Jersey : Wiley, 2014
_z9781118108239
_w(DLC) 2014007302
856 4 0 _uhttp://dx.doi.org/10.1002/9781118551820
_zWiley Online Library
994 _a92
_bDG1
999 _c21320
_d21279
526 _bete