Readings that are service systems related…

Reading that are service systems related…

1. Badinelli R (2016) Modeling service systems. Service systems and innovations in business and society collection, Editors: Spohrer J, Demirkan H.  Business Expert Press.
https://www.amazon.com/Service-System-Modeling-Ralph-Badinelli/dp/1631570234/

“At once staggered by the challenges of modeling service systems, I was inspired by the opportunity they offered.  We are at an exciting stage of human history.  In academic, government, industry, and social circles, recent years have broadened and deepened the realization that service has gone beyond a ubiquitous presence in our lives to become the basis of all exchange and the processes of living healthy and rewarding lives.  In the coming decades, innovative people all over the world will advance the science and engineering of service systems to the level of sophistication and utility that the preceding 100 years of development in the fields of industrial engineering and operations research has brought to manufacturing and supply chains.” p. 3

 

2. Casanova HB (2016) Matching services to markets: The role of the human sensorium in shaping service-intensive markets.  Service systems and innovations in business and society collection, Editors: Spohrer J, Demirkan H.  Business Expert Press.
https://www.amazon.com/Matching-Services-Markets-Sensorium-Service-Intensive/dp/1631573071/

“Driven by the inescapable basics of our biology, and acknowledging the growing insights offered by sociobiology, this book builds on the basic insight that critical to understanding any market in question, is a deeper understanding of the underlying basics of exchanges… Exchanges are at the base, structured arenas wherein process flows of information, energy, material, upon regular repetition, engrain stable complexity, of ordered process, and architecture into an otherwise entropic domain.  They locally, and for the lifetime of the living systems modulating them, prevent the local flow of entropy from drainingg it out into an inert ground state.” p. 5

 

3. Chang CM (2014) Achieving service excellence: Maximizing enterprise performance through innovation and technology.  Service systems and innovations in business and society collection, Editors: Spohrer J, Demirkan H.  Business Expert Press.
https://www.amazon.com/Achieving-Service-Excellence-Performance-Innovations/dp/1606495445/

“Service activities transform the state of an entity (e.g., person, businesses, community, and/or region/nation) or an entities possessions.  Historically, service activities depended upon direct interactions between a customer (beneficiary) and provider (expert)… Today, service providers package expertise and resources in complex service systems of people and technology, so that they can simultaneously increase productivity and quality of both direct and indirect interactions with more and more customers.  There are for-profit and nonprofit service systems.” p. 1

 

4. Enz CA, Kimes SE, Siguaw JA, Verma R, Walsh K, Withiam G (2016) Achieving success through innovation: Cases and insights from the hospitality, travel, and tourism industry.  Service systems and innovations in business and society collection, Editors: Spohrer J, Demirkan H.  Business Expert Press.
https://www.amazon.com/Achieving-Success-Through-Innovation-Hospitality/dp/1631570439/

“This book highlights 55 innovative ideas that have been implemented in the hospitality indutry and its related businesses. For our purposes, an innovation can be defined as a new service, product, process or idea.  As distinct from invention, innovation may mean reapplying or adapting existing ideas in a novel way, but it also may involve coming up with a totally new concept.”  p. 1

 

5. Kaisler SH, Armour F, Espinosa JA, Money WH (2016) Obtaining value from big data for service delivery. Service systems and innovations in business and society collection, Editors: Spohrer J, Demirkan H.  Business Expert Press.
https://www.amazon.com/Obtaining-Value-Data-Service-Delivery/dp/1631572229/

“The Internet, the World Wide Web, and the concept of service delivery have revolutionized the way commercial, academic, government, and nongovernmental organizations deals with their supplies and their clients and customers.   Individuals and organizations are overwhelmed with data produced by IT systems that are so pervasive throughout society, government, and business.” p. 1

 

6. McDavid D (2016) All services, all the time: How business services serve your business.  Service systems and innovations in business and society collection, Editors: Spohrer J, Demirkan H.  Business Expert Press.
https://www.amazon.com/Services-Service-Innovations-Business-Collection/dp/1631572768/

“Business is all about shaping the resources of a generally chaotic world so as to bring forth interesting, useful, and valuable results.” p. 4

 

7. Reisman R (2016) FairPay: Adaptively win-win customer relationships.  Service systems and innovations in business and society collection, Editors: Spohrer J, Demirkan H.  Business Expert Press.
https://www.amazon.com/FairPay-Adaptively-Win-Win-Customer-Relationships/dp/1631574779/

“FairPay is a new logic for conducting ongoing business relationships that adaptively seek win-win value propositions in which price reflects value.” p. 3

 

8. Wirtz, J (2017) Winning in Services Markets: Success through People, Technology, and Strategy.  World Scientific Publishing Co .
https://www.amazon.com/Winning-Service-Markets-Technology-Strategy/dp/1944659056/

“This book will show how service businesses can be managed to achieve cutomer satisfaction and profitability.  Below are key contents of the five parts of this book: Part I: Understanding Service Products, Consumers, and Markets; Part II: Applying the 4 P’s of Marketing to Services; Part III: Managing the Customer Interface; Part IV: Developing Customer Relationships;  Part V: Striving for Service Excellence. ” p. xiv – xvi.

 

 

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