SSME wiki archives – Book List

Book list

These books and textbooks are available resources for teaching SSME-related courses.

Adams, John (1995/2000) Risk. Routledge, London, UK.

Alter, S. (2006) The Work System Method: Connecting People, Processes, and IT for Business Results. Work System Press.

Apte, U. (2007) Managing Information Economy: Current Research Issues (Annals of Information Systems). Springer.

Bieberstein, N., Bose, S., Fiammante, M., Jones, K., and Shah, R. (2005) Service-Oriented Architecture (SOA) Compass: Business Value, Planning, and Enterprise Roadmap (DeveloperWorks). Indianapolis, IN: Pearson Education, IBM Press.

Beinhocker, Eric D. (2006) The Origin of Wealth: Evolution, Complexity, and the Radical Remaking of Economics. Harvard Business School Press. Cambridge, MA.

Boisot, Max H. (2002) Knowledge Assets: Securing Competitive Advantage in the Information Economy. Oxford University Press. Oxford, UK. Bryson, J.R., Daniels, P.W., and Warf, B. (2004) Service worlds: People, organizations, technologies. New York: Routledge.

Chang, CM (2010) Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence. Wiley. NY, NY.

Chase, Richard B., F. Robert Jacobs, Nicholas J. Aquilano (2004) Operations Management for Competitive Advantage. Instructor Edition. Tenth Edition. McGraw Hill Irwin. New York, NY.

Cohen, Linda and Allie Young (2006) Multisourcing: Moving Beyond Outsourcing to Achieve Growth and Agility. Harvard Business School Press. Boston, MA.

Cross, R., Parker, A., (2004) The Hidden Power of Social Networks, Boston, MA: Harvard Business School Press.

Davis, M., Heinke, J. (2003) Managing Services, Using Technology to Create Value. Boston, MA: McGraw-Hill Irwin.

Davis, Mark M. and Janelle Heineke (2005) Operations Management: Integrating Manufacturing and Services. Fifth Edition. McGraw-Hill Irwin. Boston, MA.

Denove, Chris and Power, James. (2006) Satisfaction: How Every Great Company Listens to the Voice of the Customer. USA: Penguin Group, Portfolio Hardcover.

Fagin, Ronald, Joseph Y. Halpern, Yoram Moses, and Moshe Y. Vardi (2003) Reasoning About Knowledge. MIT Press. Cambridge, MA.

Fitzsimmons & Fitzsimmons (2003) Service managementt. New York, NY: McGraw-Hill.

Gadrey, J. and Gallouj, F., (2002) Productivity, Innovation and Knowledge in Services, New Economic and Socio-Economic Approaches. Cheltenham, UK: Edward Elgar.

Glushko, R.J. and McGrath, T. (2005) Document Engineering: Analyzing and Designing for Business Informatics and Web Services. The MIT Press.

Grasso, D. and Burkins, M.B. (2009) Holistic Engineering Education: Beyond Technology. Springer Science + Business Media. NY.

Gronroos, C. (1990) Service marketing and management. Lexington, MA: Lexington Books.

Gutek, Barbara A. (1995) The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions. Jossey-Bass Publishers. San Francisco, CA.

Hefley and Murphy. (Eds) (2008) Service Science, Management and Engineering (SSME): Education for the 21st Century Springer

Heracleous, Wirtz and Pangarkar. (2006) Flying High in a Competitive Industry Cost Effective Service Excellence at Singapore Airlines. New York, NY: McGraw-Hill.

Herzenberg, S.A., Alic, J.A., Wial, H. (1998) New Rules for a New Economy, Employment and Opportunity in Postindustrial America. USA: Cornell University Press.

Heskett, J., Sasser, W. E., and Schlesinger, L. (1997) The Service Profit Chain, New York, NY: Free Press.

Hsu, Cheng, (2009) Service Science: Design for Scaling and Transformation, World Scientific Publishing Company.

Inasiti, M., Levien, R. (2004) The Keystone Advantage. Boston, MA: Harvard Business School Press.

Johnson, Michael D., Gustafsson, Anders (2003) Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation. USA. Jossey-Bass.

Kelly, K. (1998) New Rules for the New Economy, 10 Radical Strategies for a Connected World. New York, USA: Penguin Books.

Kuhn, Thomas S., (1996) The Structure of Scientific Revolutions, University Of Chicago Press; 3 edition

Laudon, K., Laudon, J. (2003) Management Information Systems. Upper Saddle River, NJ, USA: Prentice Hall.

Lusch, R.F. and Vargo, S.L. (2006) The Service-dominant Logic of Marketing: Dialog, Debate, and Directions. M.E. Sharpe.

Lovelock, Christopher, Wirtz, Jochen, (2010) Services Marketing; Prentice Hall; 7th edition.

Lovelock, C & Wirtz, J. (2004) Services Marketing, People, Technology and Strategy. USA: Pearson Prentice Hall.

Maglio, P., Kieliszewski, C., and Spohrer, J. (2010) Handbook of Service Science; Series: Service Science: Research and Innovations in the Service Economy Springer.

Mills, Peter K., Snyder, Kevin M., (2009) Knowledge Services Management, Organizing Around Internal Markets

Series: Service Science: Research and Innovations in the Service Economy


Miettinen, Koivisto (2009) Designing Services with Innovative Methods. University of Art and Design Helsinki Publications.

Moulton-Reger, S. (2006) Can Two Rights Make a Wrong? Insights from IBM Tangible Culture Approach. Upper Saddle River, NJ: IBMPress.

Normann, Richard (2001) Reframing Business: When the Map Changes the Landscape. Wiley, Chichester, New Sussex

Perez, Carlota, (2003) Technological Revolutions and Financial Capital: The Dynamics of Bubbles and Golden Ages, Edward Elgar Pub

Pink, D.H. (2002) Free Agent Nation. New York, NY. Warner Books

Reichheld, F.E. (1996) The Loyalty Effect, The Hidden Force Behind Growth, Profilts, and Lasting Value. Boston, MA: Harvard Business School Press.

Ricketts, John Arthur (2008) Reaching the goal: How managers improve a services business using Goldratt’s theory of constraints. IBM Press. Prentice-Hall Pearson plc.

Rogers, Everett M., (2003) Diffusion of Innovations, 5th Edition, Free Press

Rouse, W.B. (2007) People and Organizations: Explorations of Human-Centered Design. Hoboken, NJ: Wiley Press.

Rouse, W.B., Editor. (2006) Enterprise Transformation. Understanding and Enabling Fundamental Change. Hoboken, NJ: Wiley Press.

Rust, Roland, Valarie Zeithaml, and Katherine Lemon (2000) Driving Customer Equity : How Customer Lifetime Value is Reshaping Corporate Strategy. Free Press.

Sampson (2001) Understanding service businesses. John Wiley: New York, NY.

Sasser, E. (1978) Management of service operations: Text, cases, and readings. Boston, MA: Allyn and Bacon.

Sanford, L., Taylor, D. (2005) Let Go to Grow, Escaping the Commodity Trap. Upper Saddle River, NJ: Prentice Hall.

Schneider, Benjamin and White, Susan S. (2003) Service Quality: Research Perspectives (Foundations for Organizational Science), Thousand Oaks, CA: Sage Publications, Inc.

Simon, Herbert A. (1996) The Sciences of the Artificial – 3rd Edition, The MIT Press

Spath, Dieter; Fnrich, Klaus-Peter (Eds.) (2007), <a href=”″ > Advances in Service Innovations</a> Springer

Spitzer, Dean R., (2007) Transforming Performance Measurement: Rethinking the Way We Measure and Drive Organizational Success, AMACOM

Stauss, B.; Engelmann, K.; Kremer, A.; Luhn, A. (Eds.) (2008), <a href=”″ > Services Science Fundamentals, Challenges and Future Developments</a> Springer

Sterman, John D. (2000) Business Dynamics: Systems Thinking and Modeling for a Complex World. Irwin McGraw-Hill. Boston, MA.

Taylor, Richard, Tofts, Christopher, (2009) Managing Complex Service Systems,

Series: Service Science: Research and Innovations in the Service Economy, Springer.

Teboul, James (2006) Service is Front Stage: Positioning Services for Value Advantage. Insead Business Press.

Terrill, C. and Middlebrooks, A. (2000) Market Leadership Strategies for Service Companies, Creating Growth, Profits, and Customer Loyalty. Chicago, Illinois, USA: NTC Business Books.

Triplett, J.E. and Bosworth, B. (2004) Productivity in the U.S. Services Sector, New Sources of Economic Growth, Washington D.C., USA: Brookings Institution Press.

Tushman, M.L., Oeilly III, C.A., (2002) Winning through Innovation, Boston, MA, Harvard Business School Press

Utterback, James M. (1996) Mastering the Dynamics of Innovation, Harvard Business School Press; 2Rev Ed edition

Weinberg, G.M. (1975) An introduction to general systems thinking. New York: Wiley.

Womack, J.P., Jones, D.T. (2005) Lean Solutions. New York, NY: Free Press.

Wooldridge, Michael. (2002) Introduction to MultiAgent Systems. New York: Wiley.

Zeithaml, Valerie A. (2004) Service Quality (Relevant Knowledge). Cambridge, MA: Marketing Science Institute.

Zeithaml, Valerie A., Mary Jo Bitner, Dwayne D. Gremler (2006) Services Marketing: Integrating Customer Focus Across the Firm. 4th Edition. McGraw-Hill Irwin. New York, NY.

Zhang, Liang-Jie (2007) Modern Technologies in Web Services Research. IGI Publishing. Hershey, PA.

Zysman, J. and Cohen, S.S. (1988) Manufacturing Matters, New York, USA: Basic Books.