Handbook of Service Science(2010)

相似文件 换一批

是 否 +2 论坛币

k人 参与回答

经管之家送您一份

应届毕业生专属福利!

求职就业群

赵安豆老师微信：zhaoandou666

经管之家联合CDA

送您一个全额奖学金名额~ !

立即领取

感谢您参与论坛问题回答

经管之家送您两个论坛币！

+2 论坛币

漏掉了3个文件，请大家到下面去找我的补充贴，不额外收费

Maglio, Paul P.; Kieliszewski, Cheryl A.; Spohrer, James C. (Eds.)

1st Edition., 2010, IV, 750 p., Hardcover

ISBN: 978-1-4419-1627-3

Table of Contents
Foreword ………………….………………………..……………...………... ix
Carl J. Schramm and William J. Baumol
Preface ……………….………………………………………….….……….. xiii
Contributors ………..………………………………………………….……... xv
Introduction: Why a Handbook? ……………………………….…………....... 1
Paul P. Maglio, Cheryl A. Kieliszewski, and James C. Spohrer
Part 1: Context: Origins
Revisiting “Where Does the Customer Fit in a Service Operation?”
Background and Future Development of Contact Theory ...................... 11
Richard B. Chase
The Service Profit Chain: From Satisfaction to Ownership ………..……… 19
Winning the Service Game: Revisiting the Rules by Which People
Co-Create Value ………………………………………..……………... 31
Benjamin Schneider and David E. Bowen
Customer Equity: Driving the Value of the Firm by Increasing the
Value of Customers ………………………………………………….... 61
Roland T. Rust and Gaurav Bhalla
Service Worlds: The ‘Services Duality’ and the Rise of the
‘Manuservice’ Economy ……………………………………………..... 79
John R. Bryson and Peter W. Daniels
James L. Heskett and W. Earl Sasser, Jr.
vi Table of Contents
Part 2: Context: Theory
The Unified Service Theory: A Paradigm for Service Science ………….. 107
Scott E. Sampson
Advancing Service Science with Service-Dominant Logic:
Clarifications and Conceptual Development ……......……………….. 133
Stephen L. Vargo, Robert F. Lusch, and Melissa A. Akaka
Toward a Science of Service Systems: Value and Symbols ……..………. 157
James C. Spohrer and Paul P. Maglio
Part 3: Research and Practice: Design
Technology’s Impact on the Gaps Model of Service Quality ..…………. 197
Mary Jo Bitner, Valarie A. Zeithaml, and Dwayne D. Gremler
Seven Contexts for Service System Design …………………………….... 219
Robert J. Glushko
Business Architectures for the Design of Enterprise Service Systems ….. 251
Susanne Glissmann and Jorge Sanz
A Service Practice Approach: People, Activities and Information
in Highly Collaborative Knowledge-based Service Systems ..………. 283
Cheryl A. Kieliszewski, John H. Bailey, and Jeanette Blomberg
Part 4: Research and Practice: Operations
The Neglect of Service Science in the Operations Management Field …. 309
Richard Metters
Death Spirals and Virtuous Cycles: Human Resource Dynamics in
Knowledge-Based Services …………………………………..……… 321
Rogelio Oliva and John D. Sterman
Table of Contents vii
Service Science: A Reflection from Telecommunications Service
Perspective ………………………………………………………….... 359
Eng K. Chew
Service Engineering: Multiperspective and Interdisciplinary Framework for
New Solution Design ..……….…..……………………………………. 387
Gerhard Gudergan
Part 5: Research and Practice: Delivery
The Industrialization of Information Intensive Services ………………… 419
Uday S. Karmarkar
Workforce Analytics for the Services Economy ………………………... 437
Aleksandra Mojsilović and Daniel Connors
Understanding Complex Product and Service Delivery Systems ………. 461
William B. Rouse and Rahul C. Basole
A Formal Model of Service Delivery …………………………………… 481
Guruduth Banavar, Alan Hartman, Lakshmish Ramaswamy,
and Anatoly Zherebtsov
Part 6: Research and Practice: Innovation
Service Innovation ………………………………………………………. 511
Ian Miles
Innovation in Services and Entrepreneurship: Beyond Industrialist and
Technologist Concepts of Sustainable Development ..……….………. 535
Faridah Djellal and Faïz Gallouj
Service Innovation and Customer Co-development …………………...... 561
Bo Edvardsson, Anders Gustafsson, Per Kristensson and Lars Witell
Advancing Services Innovation: Five Key Concepts …………………… 579
Henry Chesbrough and Andrew Davies
viii Table of Contents
What Effects Do Legal Rules Have on Service Innovation? …………….. 603
Pamela Samuelson
Part 7: Future
The Future of Service Is Long Overdue ………..……………………….. 625
Evert Gummesson
The Evolution and Future of Service: Building and Broadening
a Multidisciplinary Field …………………………………………….. 643
Raymond P. Fisk and Stephen J. Grove
Trading Zones, Normative Scenarios, and Service Science …………...... 665
Michael E. Gorman
The Cambridge-IBM SSME White Paper Revisited ……………………. 677
Service Science, Management, and Engineering in Japan ……..……….. 707
Kazuyoshi Hidaka
Innovation and Skills: Future Service Science Education ……………….. 717
Linda Macaulay, Claire Moxham, Barbara Jones, and Ian Miles
Author Index ……………………………..…………………………………. 737
Subject Index ………………………….……………………………………. 75
James C. Spohrer, Mike Gregory, and Guangjie Ren
3 Handbook of Service Science.rar (21.35 MB, 需要: 30 个论坛币)

2010-6-30 00:32:22 上传

需要: 30 个论坛币  [购买]

扫码加我 拉你入群

请注明：姓名-公司-职位

以便审核进群资格，未注明则拒绝

分享0 收藏3 回帖

关键词：handbook Science service Book Hand Science handbook service

好贵啊，这么贵，楼主能否简单介绍一下啊

2# kinki917
handbook本来就是一个个的专题，目录已经贴出，应该足够

该包缺少下面两篇文章，请补全呀！！！
A Service Practice Approach: People, Activities and Information
in Highly Collaborative Knowledge-based Service Systems ..………. 283
Cheryl A. Kieliszewski, John H. Bailey, and Jeanette Blomberg

A Formal Model of Service Delivery …………………………………… 481
Guruduth Banavar, Alan Hartman, Lakshmish Ramaswamy,
and Anatoly Zherebtsov

我买了的，补全上面缺的两个专题请发给消息给我。
补上的两个专题就免费共享了吧！

我买了的，补全上面缺的两个专题请发给消息给我。

抱歉，我已经添加了免费

这么快，非常感谢！

你好 请问你这个是电子影印版还是这本书的原始电子版？

是电子版的，很清晰。多谢楼主分享了！

8# twinkle2011
是PDF格式的文件