Insights into smart service systems can be found in the following references, many by service science researchers. (Service science is short for service science, management, engineering, design, arts, public policy, etc.):
Akella, R., Xu, Z., Barajas, J., & Caballero, K. (2009, August). Knowledge sciences in services automation: integration models and perspectives for service centers. In Automation Science and Engineering, 2009. CASE 2009. IEEE International Conference on (pp. 71-78). IEEE.
Alter, S. (2008). Service system fundamentals: Work system, value chain, and life cycle. IBM Systems Journal, 47(1), 71-85.
Apte, U. M., Cavaliere, R. A., & Kulkarni, S. S. (2010). Analysis and Improvement of Information‐Intensive Services: Evidence from Insurance Claims Handling Operations. Production and Operations Management, 19(6), 665-678.
Baba, M. L. (1999). Dangerous liaisons: Trust, distrust, and information technology in American work organizations. Human Organization, 58(3), 331-346.
Basole, R. C., & Rouse, W. B. (2008). Complexity of service value networks: conceptualization and empirical investigation. IBM systems journal, 47(1), 53-70.
Berg, D and N G Einspruch, “Some Characteristics of Human Resources in the Service Sector””, in , Service Science, 1, pp. 107-114, 2009
Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of marketing Science, 28(1), 138-149.
Bohmann, T., Junginger, M., & Krcmar, H. (2003, January). Modular service architectures: a concept and method for engineering it services. In System Sciences, 2003. Proceedings of the 36th Annual Hawaii International Conference on (pp. 10-pp). IEEE.
Bolton, R. N., Kannan, P. K., & Bramlett, M. D. (2000). Implications of loyalty program membership and service experiences for customer retention and value. Journal of the academy of marketing science, 28(1), 95-108.
Bowen, D. E., & Lawler, E. E. (1994). The empowerment of service workers. Training and Development Sourcebook, 413.
Cardoso, J., Sheth, A., Miller, J., Arnold, J., & Kochut, K. (2004). Quality of service for workflows and web service processes. Web Semantics: Science, Services and Agents on the World Wide Web, 1(3), 281-308.
Chang, C. M. (2010). Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence. Wiley.
Chase, R. B., & Apte, U. M. (2007). A history of research in service operations: What’s the< i> big idea</i>?. Journal of Operations Management, 25(2), 375-386.
Chesbrough, H., & Spohrer, J. (2006). A research manifesto for services science. Communications of the ACM, 49(7), 35-40.
Cohen, M., Kamesam, P. V., Kleindorfer, P., Lee, H., & Tekerian, A. (1990). Optimizer: IBM’s multi-echelon inventory system for managing service logistics. Interfaces, 20(1), 65-82.
Daim, T. U., & Oliver, T. (2008). Implementing technology roadmap process in the energy services sector: A case study of a government agency. Technological Forecasting and Social Change, 75(5), 687-720.
Davis, M. M., Spohrer, J. C., & Maglio, P. P. (2011). Guest editorial: how technology is changing the design and delivery of services. Operations Management Research, 4(1), 1-5.
Demirkan, H., & Goul, M. (2006). AMCIS 2006 panel summary: Towards the service oriented enterprise vision: Bridging industry and academics. Communications of the Association for Information Systems, 18(1), 26.
Demirkan, H., Kauffman, R. J., Vayghan, J. A., Fill, H. G., Karagiannis, D., & Maglio, P. P. (2009). Service-oriented technology and management: Perspectives on research and practice for the coming decade. Electronic Commerce Research and Applications, 7(4), 356-376.
Feldman, T., & Friedman, D. (2010). Human and artificial agents in a crash-prone financial market. Computational Economics, 36(3), 201-229.
Fisk, R. P., Brown, S. W., & Bitner, M. J. (1993). Tracking the evolution of the services marketing literature. Journal of Retailing, 69(1), 61-103.
Fitzsimmons, J. A., & Fitzsimmons, M. J. (2001). Service Management: Operations, Strategy, Information Technology with Student CD. McGraw-Hill.
Foley, H. C. (2008). The wealth of networks: How social production transforms markets and freedom (hardcover). Pergamon-Elsevier Science.
Ford, R. C., & Bowen, D. E. (2008). A service-dominant logic for management education: It’s time. Academy of management learning & education, 7(2), 224-243.
Freund, L. E., & Spohrer, J. C. (2013). The human side of service engineering. Human Factors and Ergonomics in Manufacturing & Service Industries, 23(1), 2-10.
Froehle, C. M., Roth, A. V., Chase, R. B., & Voss, C. A. (2000). Antecedents of new service development effectiveness an exploratory examination of strategic operations choices. Journal of Service Research, 3(1), 3-17.
Gallego, G., & Stefanescu, C. (2010). Service engineering: The future of service feature design and pricing. Working Paper.
Glushko, R. J. (2008). Designing a service science discipline with discipline. IBM Systems Journal, 47(1), 15-27.
Gorman, M. E. (2008). Service science, management and engineering: A way of managing sociotechnical systems. In Service Science, Management and Engineering Education for the 21st Century (pp. 77-82). Springer US.
Graves, S. C., Kletter, D. B., & Hetzel, W. B. (1998). A dynamic model for requirements planning with application to supply chain optimization. Operations Research, 46(3-Supplement-3), S35-S49.
Grasso, D., & Martinelli, D. (2010). Holistic engineering. In Holistic Engineering Education (pp. 11-15). Springer New York.
Gremler, D. D., & Brown, S. W. (1996). Service loyalty: its nature, importance, and implications. Advancing service quality: A global perspective, 171-80.
Grove, S. J., & Fisk, R. P. (1997). The impact of other customers on service experiences: a critical incident examination of “getting along”. Journal of Retailing, 73(1), 63-85.
Hefley, B., & Murphy, W. (2008). Service Science, Management and Engineering Education for the 21st Century. Service Science: Research and Innovations in the Service Economy. Springer.
Heineke, J., & Davis, M. M. (2007). The emergence of service operations management as an academic discipline. Journal of Operations Management, 25(2), 364-374.
Holmlid, S., & Evenson, S. (2008). Bringing service design to service sciences, management and engineering. In Service Science, Management and Engineering Education for the 21st Century (pp. 341-345). Springer US.
Hsu, C. (2009). Service science: design for scaling and transformation. Service Science, World Scientific, Singapore.
Kandampully, J. (2002). Innovation as the core competency of a service organisation: the role of technology, knowledge and networks. European Journal of Innovation Management, 5(1), 18-26.
Karmarkar, U. (2004). Will you survive the services revolution?. Harvard Business Review, 100-107.
Karwowski, W., & Salvendy, G. (2010). Introduction to service engineering. Wiley.
Khalil, T. M. (2009). Management of technology. Tata McGraw-Hill Education.
Kocaoglu, D. F. (1994). Technology management: Educational trends. Engineering Management, IEEE Transactions on, 41(4), 347-349.
Kibert, C. J. (2012). Sustainable construction: green building design and delivery. Wiley. (See also related http://www.youtube.com/watch?v=rwvmru5JmXk ).
King, J. L., & Lyytinen, K. (Eds.). (2006). Information systems: The state of the field. Wiley. com.
Larson, R. C. (1975). Approximating the performance of urban emergency service systems. Operations Research, 23(5), 845-868.
Lusch, R. F., Vargo, S. L., & O’Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of retailing, 83(1), 5-18.
Maglio, P. P., & Spohrer, J. (2008). Fundamentals of service science. Journal of the Academy of Marketing Science, 36(1), 18-20.
Mendelson, H., & Ziegler, J. (1999). Survival of the smartest: managing information for rapid action and world-class performance. Wiley.
Menor, L. J., Tatikonda, M. V., & Sampson, S. E. (2002). New service development: areas for exploitation and exploration. Journal of Operations Management, 20(2), 135-157.
Merugu, D., Prabhakar, B. S., & Rama, N. S. (2009, July). An incentive mechanism for decongesting the roads: A pilot program in bangalore. In Proc. of ACM NetEcon Workshop.
Metters, R., & Marucheck, A. (2007). Service Management—Academic Issues and Scholarly Reflections from Operations Management Researchers*. Decision Sciences, 38(2), 195-214.
Motwani, J, R Ptacek, R Fleming (2012). Lean Sigma Methods and Tools for Service Organizations: The Story of a Cruise Line Transformation. Business Expert Press. (See also related http://tinyurl.com/l5x37zz)
Naphade, M., Banavar, G., Harrison, C., Paraszczak, J., & Morris, R. (2011). Smarter cities and their innovation challenges. Computer, 44(6), 32-39. (See also related http://www.youtube.com/watch?v=vuBBGYFonXM ).
Oliva, R., & Kallenberg, R. (2003). Managing the transition from products to services. International Journal of Service Industry Management, 14(2), 160-172.
Ostrom, A. L., Bitner, M. J., Brown, S. W., Burkhard, K. A., Goul, M., Smith-Daniels, V., … & Rabinovich, E. (2010). Moving forward and making a difference: research priorities for the science of service. Journal of Service Research, 13(1), 4-36.
Pal, N., & Zimmerie, R. (2005). Service innovation: a framework for success. White Paper, eBusiness Research Center, Smeal College of Business, Pennsylvania State University, University Park, PA, 1-32.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Qiu, R. G. (2009). Computational thinking of service systems: dynamics and adaptiveness modeling. Service Science, 1(1), 42-55.
Righter, R. (2011). Stochastic comparison of discounted rewards. Journal of Applied Probability, 48(1), 293-294.
Roth, A. V., & Menor, L. J. (2003). Insights into service operations management: a research agenda. Production and Operations management, 12(2), 145-164.
Rouse, W. B., & Baba, M. L. (2006). Enterprise transformation. Communications of the ACM, 49(7), 66-72.
Rust, R. T., & Kannan, P. K. (2003). E-service: a new paradigm for business in the electronic environment. Communications of the ACM, 46(6), 36-42.
Salvendy, G. (Ed.). (2001). Handbook of industrial engineering: Technology and operations management. John Wiley & Sons.
Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of applied Psychology, 70(3), 423.
Shaw, M. J., Zhang, D., & Yue, W. T. (2012). E-Life: Web-Enabled Convergence of Commerce, Work, and Social Life.
Singh, N. (2006). Services-led industrialization in India: Assessment and lessons. asdf, 235.
Smith, J. S., Karwan, K. R., & Markland, R. E. (2007). A note on the growth of research in service operations management. Production and Operations Management, 16(6), 780-790.
Smith‐Daniels, V. L., Schweikhart, S. B., & Smith‐Daniels, D. E. (1988). Capacity Management in Health Care Services: Review and Future Research Directions*. Decision Sciences, 19(4), 889-919.
SORBY, S. A., & WARRINGTON, R. O. (2004). Service Sector Systems Engineering: The Early Stages of an Innovative Degree Program.
Sorby, S. A., Bohmann, L. J., Drummer, T. D., Frendewey, J. O., Mattila, K. G., & Sutherland, J. W. (2005). Development of a curriculum for service systems engineering using a Delphi technique. In Proceedings of the 2005 American Society for Engineering Education Annual Conference & Exposition.
Spaanenburg, H., Rucinski, A., Chamberlin, K., Kochanski, T., & Long, L. (2007, June). Globally-Collaborative. In Microelectronic Systems Education, 2007. MSE’07. IEEE International Conference on (pp. 109-110). IEEE.
Spohrer, J., & Kwan, S. K. (2009). Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline-Outline & References. International Journal of Information Systems in the Service Sector (IJISSS), 1(3), 1-31.
Tien, J. M., & Berg, D. (2003). A case for service systems engineering. Journal of Systems Science and Systems Engineering, 12(1), 13-38.
Vargo, S. L., & Lusch, R. F. (2008). Why “service”?. Journal of the Academy of marketing Science, 36(1), 25-38.
Zeithaml, V. A., & Bitner, M. J. (1996). Services marketing. Nueva York: McGraw Hill.