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Service systems implementation / Haluk Demirkan, James C. Spohrer, Vikas Krishna, editors ; foreword by Richard C. Larson.

Contributor(s): Material type: TextTextSeries: Service sciencePublisher: New York : Springer-Verlag, 2011Description: xxvi, 307 pages : illustrations ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 1441979034
  • 9781441979032
Subject(s): DDC classification:
  • 338.47 23
LOC classification:
  • HD9980.5 .S488 2011
Contents:
1. Introduction of Service Systems Implementation / Haluk Demirkan, James C. Spohrer, and Vikas Krishna -- 2. Data-Driven Simulation-Enhanced Optimization of People-Based Print Production Service / Sudhendu Rai -- 3. Intelligent Document Gateway: A Service System Case Study and Analysis / Vikas Krishna, Ana Lelescu, and John Bailey -- 4. A Framework for the Design of Service Systems / Yao-Hua Tan, Wout Hofman, Jaap Gordijn, and Joris Hulstijn -- 5. Surviving Nuclear Winter Towards a Service-Led Business / Michael Rocha and Timothy Chou -- 6. Towards an Operations Strategy for the Infusion of Product-Centric Services into Manufacturing / Tim S. Baines and Howard W. Lightfoot -- 7. Theory of Constraints for Services: Past, Present, and Future / John A. Ricketts -- 8. An Assessment Tool for Establishing Infrastructure as a Service Capability Maturity / Justin Nieuwerth, Marco Spruit, and Danny Zijlstra -- 9. Customer-Provider Strategic Alignment: A Maturity Model / Jerry Luftman, Carol V. Brown, and S. Balaji -- 10. CIO in a Service Economy / Paul G. Sorenson -- 11. Service Productivity: How to Measure and Improve It? / Erik den Hartigh and Marc Zegveld -- 12. Value Co-creation from the Consumer Perspective / Steve Baron and Gary Warnaby -- 13. Metrics That Matter: Measuring and Improving the Value of Service / Thomas J. Buckholtz -- 14. Succeeding Through Service Innovation: Consumer Directed Care in the Aged Care Sector / Linda Wilkins, Carmel Laragy, and Hossein S. Zadeh -- 15. Measurement in Service Businesses: Challenges and Future Directions / Rajesh Kumar Tyagi -- 16. An Integrated View of Service Innovation in Service Networks / Renu Agarwal and Willem Selen -- 17. A Service Systems Perspective of E-Government Development / Chee Wei Phang and Atreyi Kankanhalli -- 18. Predictive Systems for Customer Interactions / Ravi Vijayaraghavan, Sam Albert, Vinod Kumar Singh, and Pallipuram V. Kannan.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Book City Campus City Campus Main Collection 338.47 SER (Browse shelf(Opens below)) 1 Available A517251B
Book South Campus South Campus Main Collection 338.47 SER (Browse shelf(Opens below)) 1 Available A517247B

Includes bibliographical references.

1. Introduction of Service Systems Implementation / Haluk Demirkan, James C. Spohrer, and Vikas Krishna -- 2. Data-Driven Simulation-Enhanced Optimization of People-Based Print Production Service / Sudhendu Rai -- 3. Intelligent Document Gateway: A Service System Case Study and Analysis / Vikas Krishna, Ana Lelescu, and John Bailey -- 4. A Framework for the Design of Service Systems / Yao-Hua Tan, Wout Hofman, Jaap Gordijn, and Joris Hulstijn -- 5. Surviving Nuclear Winter Towards a Service-Led Business / Michael Rocha and Timothy Chou -- 6. Towards an Operations Strategy for the Infusion of Product-Centric Services into Manufacturing / Tim S. Baines and Howard W. Lightfoot -- 7. Theory of Constraints for Services: Past, Present, and Future / John A. Ricketts -- 8. An Assessment Tool for Establishing Infrastructure as a Service Capability Maturity / Justin Nieuwerth, Marco Spruit, and Danny Zijlstra -- 9. Customer-Provider Strategic Alignment: A Maturity Model / Jerry Luftman, Carol V. Brown, and S. Balaji -- 10. CIO in a Service Economy / Paul G. Sorenson -- 11. Service Productivity: How to Measure and Improve It? / Erik den Hartigh and Marc Zegveld -- 12. Value Co-creation from the Consumer Perspective / Steve Baron and Gary Warnaby -- 13. Metrics That Matter: Measuring and Improving the Value of Service / Thomas J. Buckholtz -- 14. Succeeding Through Service Innovation: Consumer Directed Care in the Aged Care Sector / Linda Wilkins, Carmel Laragy, and Hossein S. Zadeh -- 15. Measurement in Service Businesses: Challenges and Future Directions / Rajesh Kumar Tyagi -- 16. An Integrated View of Service Innovation in Service Networks / Renu Agarwal and Willem Selen -- 17. A Service Systems Perspective of E-Government Development / Chee Wei Phang and Atreyi Kankanhalli -- 18. Predictive Systems for Customer Interactions / Ravi Vijayaraghavan, Sam Albert, Vinod Kumar Singh, and Pallipuram V. Kannan.

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