Job Posting: Service Solution Design (Silicon Valley California)
The Service Solution Design group atIBM’s Almaden Research Center has an immediate opening for an experienced and outstanding computer scientist with deep subject matter expertise in statistics, machine learning, data mining, business process management and text analysis areas of Computer Science and Operations Research.
Experienced candidates with a Ph.D degree in Computer Science and a strong interest in discovery of business and societal insights from the Big Data of complex service systems are invited to apply.
Based in Silicon Valley California, the Service Research group at IBM’s Almaden Research Center conducts research leading to the development of improved solution offerings for customers as well as analytical tools to study, manage, engineer, and design complex service systems.
Research challenges we investigate include: What are the characteristics of an effective service solution? How to measure the quality of a service solution being proposed? How and what can be learned from prior service engagements to improve the quality of future service solutions? What are the root causes for inefficiencies in a service solution lifecycle management? How to identify similar service solutions? Which service solution sets are candidates for ‘service products’? Etc.
We apply, advance, and publish research in the areas of statistical analysis, text analysis, business process management, case management, social business process management to address the above stated research questions.
We strive to stay at the cutting edge of framing problems and defining solutions in the emerging area of Service Science.
Our team members have won best paper awards from prestigious conferences and journals such as INFORMS and Decision Sciences Journal in the past. We are looking to add an outstanding researcher to the team to investigate the above exciting problems.
Computer Science PhD required, Masters degree or courses in SSME a plus.
Interested candidates may send their resumes to Rama Akkiraju at: akkiraju@us.ibm.com
The power of apprenticeship systems
Recently, I have been trying to learn more about the German/Swiss Apprenticeships Systems.
There is much to learn.
After receiving a pointer from Ralph Eichler, President of ETH Zurich (http://www.youtube.com/watch?v=GNo4CXakpJ8), I fortunately now have a guide Dr.Ursula Renold, Head of Division Comparative Education Systems, ETH Zurich, KOF Swiss Economic Institute.
Here is what I have learned from Ursula so far:
“..to your questions:
1. Adopting the Swiss (or even also the German) dual-track VET approach in other countries is very difficult, complex and time-consuming. That’s why ETHZ decided to create my research division. We are convinced that other countries need to go in this direction in order to avoid “lost generations” (this is actually the big topic in Europe).
http://www.kof.ethz.ch/en/about-us/kof-divisions/education-systems/
http://www.kof.ethz.ch/en/about-us/people/ursula-renold/
A first pilot project where we realized a dual-track pathway similar to what we have in Switzerland was done in India (Pune and Bangalore) in the field of manufacturing industry (2006-2010). There we have a proof of concept. I’m currently writing together with other people involved a book about this initiative. With several other countries we are in discussion (Sweden, Morocco, China, Russia, US (via pathway to prosperity project run by Harvard Graduate school of Education and Jobs for the Future JFF –> see contact below).
2. With African countries we didn’t have any project until know. With Morocco we just start a discussion.
3. Efforts in the US: I was for 6 month at Harvard Graduate School of Education (HGSE). They are running the “pathways to properity” project –>
http://www.gse.harvard.edu/news_events/features/2011/Pathways_to_Prosperity_Feb2011.pdf
9 US states are involved: Illinois, Maine, Massachusetts, Missouri, North Carolina, Tennessee, Georgia, New York and California. If you need further information please contact Nancy Hoffman, at Jobs For the Future (http://www.jff.org/staff-member/nancy-hoffman/87). Nancy wrote a very good book that explained why US states should adapt the Swiss apprenticeship model –> Nancy Hoffman, Schooling in the workplace, how six of the world’s best Vocational Education Systems prepare Young people for jobs and Life (Harvard Education Press), Cambridge, 2011
In line with this project we just started a research project (online survey) in 5 US states (NY, TN, IL, MA, MO) in order to identifying the potential of the business sector as new educational actor (the involvement of companies/business sector is a pre-condition for an adaption of a Swiss or German apprenticeship model).
Some papers concerning Swiss VET system
In addition to the above-mentioned answers I send you some information about our Vocational Education and Training (VET) system and some pointers to literature that may be of interest for you.
– Entering the Labor market (Start ins Berufsleben)
– Facts & Figures 2012
– OECD Learning for Jobs, Switzerland
– Professional Education (tertiary level)
– Why Some Firms Train Apprentices and Many Others Do Not; about cost-benefit-study of apprenticeship in Switzerland
Hope this provides the starting point you are looking for in your studies.”
It really has provided a great starting point, many thanks! 🙂
Competing for Collaborators
Some hints for university faculty collaborating with IBM.
1. For general information about IBM University Programs
Please review…
Overview Presentation:
What’s UP at IBM? University Programs!
http://www.slideshare.net/spohrer/ibm-up-external-20130514-v11
Contact:
Jim Spohrer (spohrer@us.ibm.com)
Director IBM University Programs
http://www.service-science.info/archives/2233
2. To connect with an IBMers who shares your interests…
Some interest areas…
– Learning/Teaching/Courses
– Discovery/Research/Publications
– Engagement/Entrepreneurship/Service
Making contact…
– Ask your best IBM contact for help reaching out…
– Search web for “IBM, <topic of interest>” to find names of IBMers
– Search social media for “IBM, <topic of interest>” to find names of IBMers
Request an exploratory discussion….
– Exchange emails
– Link via social media – Twitter, LinkedIn, etc.
– Schedule an intro call
– Schedule a meeting at a conference
– Schedule a university or IBM location visit
3. Be specific about the outcome desired, and then find an IBMer who can help…
– To establish a new course or degree program
– To establish or expand a research center
– To be a guest lecturer or course instructor
– To place students in internships or full-time positions
– To mentor, judge, or be an advisory board member
– To play a role in a conference, special publication, or professional association
– To jointly pursue funding for a project of mutual interest
– To find out more about specific IBM programs
– To point you to appropriate online self-enablement kit
4. The key is to find local IBMers, and expand your list of IBM contacts:
– IBM Research Campus Relationship (research)
– University Relations contact (research)
– Academic Initiatives contact (readiness)
– Technical Advocate Program contact (readiness)
– Recruiting Manager (recruiting)
– Client Executive (revenue)
– Community & Corporate Affairs contact (responsibility)
– On Demand Community local IBM volunteers (responsibility)
– Senior Location Executive Program contact (region)
– On Campus IBMer (6 R’s)
– Partnership Executive Program contact (6 R’s)
– other locally employed IBMers (initial contact)
5. Be aware that the best relationships usually…
– Require clearly defined outcome(s) of mutual interest
– Depend on the strong support of local IBMer(s) as champion(s)/volunteer(s)
– Align strongly with regional economic development goals
– Align strongly with IBM initiatives, such as Smarter Planet, Analytics, Cloud, etc.
– Involve the use of IBM HW, SW, Solution & Service offerings
– Often tap into deep IBM expertise in area(s) of mutual interest
– Often generate positive communications, press, and visibility in social media
– Often can help scale an innovation globally and rapidly
– Often connect with broader collaborations through professional associations
– Require persistence in building the relationship over time
– Do not depend on an IBM awards, which are highly competitive (but might lead to awards)
– Do not depend on an IBM conference sponsorships, which are quite rare
– Do not depend on IBM funding, but on the active engagement of IBMers
CFP: Big Data and Analytics Education (Submit by June 30)
Call for Short Position Papers on “Big Data and Analytics Education Conference 2013” 1st Big Data and Analytics Education Conference, Las Vegas, Nov. 2-3, 2013
Big data and analytic capabilities are increasingly important to organizations worldwide. The explosion of information, or big data, provides greater potential to unlock insights for scientists and businesses and government and more. Analyzing growing amounts of data, leveraging data as a core business strategy, and managing data through its lifecycle while ensuring security and privacy as well as compliance with government regulations are major challenges.
This unprecedented growth in the importance of big data and analytics has created a situation where the demand for relevant skills is outpacing the ability of educational institutions to keep up. Making the most of big data and analytics requires a comprehensive approach that spans literacy needs across different disciplines and specialized career paths including:
- Business Strategy and management
- Data science and business analytics
- Data strategy and architecture
- Data policy
- Informatics for every professional field
Given the broad reach of big data and analytics, the need for skills training encompasses basic understanding that begins in K-12, deepens during baccalaureate and post-graduate education, and continues through ongoing education during ones’ professional career.
In order to explore the challenges related to delivering big data and analytics education, we are sponsoring the Big Data and Analytics Educational Conference (BDA EdCon), which will take place prior to the start of the IBM Information on Demand Conference (IOD – http://www.ibm.com/software/data/2013-conference/). BDA EdCon will be held on Saturday, November 2, 2013 and Sunday, November 3, 2013 in Las Vegas, Nevada. The fee of $795 includes full conference access to the IBM IOD conference, which runs from November 3 – Nov 7, 2013.
BDA EdCon 2013 solicits position papers focused on development of and experience with educational programs designed to develop skills in all areas of Big Data and Analytics. Programs can be K-12, undergraduate, graduate, post-graduate and can focus on education and/or training. Topics of interest include but are not limited to:
- Experience with teaching introductory BDA concepts at college or university;
- Experience with developing degree and certificate programs in BDA. (What are the
required knowledge & skills? What strategies are used for defining and developing new
programs?);
- Lessons learned in creating programs based on BDA or in teaching BDA at any level;
- What challenges are being faced in building advanced courses around decision
analytics, modeling, logarithms, machine learning, and visual analytics? What other
advanced topics need curriculum development?
- What does it mean to be a data scientist? Should data science be a formal profession
like an attorney, medical doctor, or professional engineer?
- Should all students be trained in information ethics?
- How should using data as a business strategy be addressed?
- How is the need to train data policy professionals such as data curators and stewards,
data security and privacy professionals, data quality, master data management for
example being addressed?
- How should information systems programs adapt to the world of big data and
analytics?
- How are big data and analytics impacting the professional fields? How should it be
addressed within curricula?
- Novel approaches to teaching big data and analytics concepts;
- Empirical evaluations of big data and/or analytics skills, training, education or needs
analysis;
- Teaching big data & analytics through massive online open curriculum;
- The need for and delivery strategies of ongoing professional development;
- Experience with teaching Big Data and Analytics in the K-12 system;
- The use of specific software for teaching BDA.
Submissions must not have been previously published or be currently under consideration for publication elsewhere. These will position papers and should not, in general, exceed 4 pages.
All accepted papers will be published as online proceedings and receive a presentation slot. Additionally, authors of selected papers will be invited to give a longer presentation of their materials. Based on the papers submitted, the committee is prepared to select certain submissions and invite the authors to submit extended papers as chapters of a book to be published after the completion of BDA EdCon.
*** IMPORTANT DATES *** Submission: June 30, 2013 Acceptance Notification: July 31, 2013
Submission Website: https://www.easychair.org/conferences/submission_new.cgi?a=4369251
Workshop co-Chairs
Gregory Richards, MBA, Ph.D, FCMC Professor of Performance Management Telfer School of Management University of Ottawa Richards@telfer.uottawa.ca
Susan Dischiave
Associate Professor
School of Information Studies Syracuse University sadischi@syr.edu
CFP: IT-based Service Systems (Submit by June 30th)
IJITSA SPECIAL ISSUE IN:
Engineering and Management of IT-based Service Systems: a Systems Approach
Engineering and Management of IT-based Service Systems: a Systems Approach
——————————————————————————————-————————————————————————-
CONTEXT:
The economic relevance of service systems (or service sector in general) in the modern worldwide economy is totally recognized. As Sheenan (2006) reports “business organizations focused on delivering help, utility, experience, information or other intellectual content … account for more than 70% of total value added in the OECD”. Thus, service systems and service concept – as opposed to the product concept or the single
post-sale business activity – have experienced fundamental changes, and acquired a high-practical business and theoretical relevance. In this
special issue, we pursue to advance our scientific knowledge on the processes, methodologies, techniques and tools for engineering and
managing IT-based service systems under a Systems Approach. The service-oriented paradigm has permeated several disciplines (Chesbrough
and Spohrer, 2006). IT-based service systems can be defined as “… a value coproduction configuration of people, IT, other internal and external
service systems, and shared information (such as language, processes, metrics, prices, policies, and laws.” (adapted from Spohrer et al., 2007).
Accordingly, a service can be defined –in general- as “… the application of resources (including competences, skills, and knowledge) to make
changes that have value for another (system)” (idem, 2007). Service paradigm has been identified as one of the relevant themes for IT in the
last decade (Demirkan and Goul, 2006; Rai and Sambamurthy, 2006; Beachboard et al. 2007; Zhao et al. 2008). While models of processes for
engineering and managing IT-based service systems (like ITILv2, ITIL v3, CMMI-SVC, CobIT, ITUP, MOF 4, ISO 20000) have been posed, their specific practices are still unclear and few used by most IT practitioners. We consider such a topic to be mandatory to foster a cost-effective and
trustworthy engineering and management of IT-based service systems (Buede, 2000). Additionally, since IT-based service systems are also systems (Tien, 2008; Alter, 2008; Mora et al., 2009) their essential and shared attributes for general systems (Ackoff, 1971; Gelman and Garcia, 1989) should be considered. Based on aforementioned issues for systems, service systems, and IT-based systems, we believe that a Systems Approach (Ackoff et al., 1962; Checkland, 2000) and a Systems Engineering view (Sage, 2000; Buede, 2000) can be helpful for this aim. A Systems Approach can be defined as an answering and problem-solving system comprised of: (i) systemic philosophical paradigms (P’s: an ontological, epistemological and axiological stance on the world): (ii) systemic theoretical frameworks (F’s: ideas-constructs, theories, and models); (iii) systemic methodologies (M’s: methods,techniques, and instruments), and (iv) situational areas identified as systems (A’s: natural, artificial or social objects, artifacts and subjects under study). Similarly, a Systems Engineering discipline, can be briefly defined as “the interdisciplinary approach and means to enable the realization of successful (cost-efficient and trustworthy) systems”. References upon request.
The economic relevance of service systems (or service sector in general) in the modern worldwide economy is totally recognized. As Sheenan (2006) reports “business organizations focused on delivering help, utility, experience, information or other intellectual content … account for more than 70% of total value added in the OECD”. Thus, service systems and service concept – as opposed to the product concept or the single
post-sale business activity – have experienced fundamental changes, and acquired a high-practical business and theoretical relevance. In this
special issue, we pursue to advance our scientific knowledge on the processes, methodologies, techniques and tools for engineering and
managing IT-based service systems under a Systems Approach. The service-oriented paradigm has permeated several disciplines (Chesbrough
and Spohrer, 2006). IT-based service systems can be defined as “… a value coproduction configuration of people, IT, other internal and external
service systems, and shared information (such as language, processes, metrics, prices, policies, and laws.” (adapted from Spohrer et al., 2007).
Accordingly, a service can be defined –in general- as “… the application of resources (including competences, skills, and knowledge) to make
changes that have value for another (system)” (idem, 2007). Service paradigm has been identified as one of the relevant themes for IT in the
last decade (Demirkan and Goul, 2006; Rai and Sambamurthy, 2006; Beachboard et al. 2007; Zhao et al. 2008). While models of processes for
engineering and managing IT-based service systems (like ITILv2, ITIL v3, CMMI-SVC, CobIT, ITUP, MOF 4, ISO 20000) have been posed, their specific practices are still unclear and few used by most IT practitioners. We consider such a topic to be mandatory to foster a cost-effective and
trustworthy engineering and management of IT-based service systems (Buede, 2000). Additionally, since IT-based service systems are also systems (Tien, 2008; Alter, 2008; Mora et al., 2009) their essential and shared attributes for general systems (Ackoff, 1971; Gelman and Garcia, 1989) should be considered. Based on aforementioned issues for systems, service systems, and IT-based systems, we believe that a Systems Approach (Ackoff et al., 1962; Checkland, 2000) and a Systems Engineering view (Sage, 2000; Buede, 2000) can be helpful for this aim. A Systems Approach can be defined as an answering and problem-solving system comprised of: (i) systemic philosophical paradigms (P’s: an ontological, epistemological and axiological stance on the world): (ii) systemic theoretical frameworks (F’s: ideas-constructs, theories, and models); (iii) systemic methodologies (M’s: methods,techniques, and instruments), and (iv) situational areas identified as systems (A’s: natural, artificial or social objects, artifacts and subjects under study). Similarly, a Systems Engineering discipline, can be briefly defined as “the interdisciplinary approach and means to enable the realization of successful (cost-efficient and trustworthy) systems”. References upon request.
OBJECTIVE OF THE SPECIAL ISSUE:
This special issue aims to increase our scientific theoretical and applied knowledge on the engineering and management of IT-based service systems from a Systems Approach view.
RECOMMENDED TOPICS:
Topics to be discussed in this special issue include (but are not limited
to) the following:
•Systems Foundations of IT-based Service Systems
•Determination of the Role of Service Systems in Super-systems such as Economical, Environmental, Social and Political that is making it a
Service System
•Definition of Sub-systems that are forming a Service System in order to assure the fulfillment of its Mission and Objectives
•The specificity of the organization and management of the service systems, which assure their productivity as well as their development
•Conceptual comparative studies of ITSM standards and models (ISO 20000, ITIL, CMMI-SVC, ITUP, MOF 4, CobIT)
•Empirical studies on implementations of ITSM standards and models (ISO 20000, ITIL, CMMI-SVC, ITUP, MOF 4, CobIT)
•Applied cases of implemented engineering practices for IT-based Service Systems
•Applied cases of implemented management practices for IT-based Service Systems
•Applied cases in real Data Centers
•Applied cases of adaptations of ITSM Processes for specific SMBs
•Application of IT-based Service Systems in Critical domains (health care, international security, international financial stock markets, green
initiatives, gap e-education)
•Classification of IT-based Service Systems
•Value models for IT-based Service Systems (how can it be valued a priori (designs) and a posteriori (evaluations of real systems))
•Innovative applications of IT-based Service Systems
SUBMISSION DUE DATE: June 30, 2013
PUBLISHING DATE: July, 2014
SUBMISSION PROCEDURE:
Researchers and practitioners are invited to submit papers for this special theme issue Engineering and Management of IT-based Service
Systems: a Systems Approach on or before June 30, 2013 to Dr. Manuel Mora (ijitsa@gmail.com). All submissions must be original and may not be under review by another publication. INTERESTED AUTHORS SHOULD CONSULT THE JOURNAL’S GUIDELINES FOR MANUSCRIPT SUBMISSIONS at: http://www.igi-global.com/development/author_info/guidelines%20submission.pdf.
All submitted papers will be reviewed on a double-blind, peer review basis. Papers must follow APA style for reference citations.
GUEST EDITORS:
Dr. Ovsei Gelman, Universidad Nacional Autónoma de México, México
Dr. Mahesh S. Raisinghani, Texas Woman’s University, USA
Dr. Miroljub Kljajic, University of Maribor, Slovenia
Dr. Manuel Mora, Autonomous University of Aguascalientes, Mexico
Dr. Mahesh S. Raisinghani, Texas Woman’s University, USA
Dr. Miroljub Kljajic, University of Maribor, Slovenia
Dr. Manuel Mora, Autonomous University of Aguascalientes, Mexico
ABOUT International Journal of Information Technologies and the Systems
Approach (IJITSA):
The Journal of Information Technologies and Systems Approach (IJITSA) is an academic and practitioner journal created to
disseminate and discuss high quality research results on Information Systems and related upper and lower level Systems as well as on its
interactions with Software Engineering, Systems Engineering, Complex Systems and Philosophy issues, through rigorous Theoretical, Modeling,
Engineering or Behavioral studies in order to explore, describe, explain, predict, design, control, evaluate, interpret, intervene and/or develop
organizational systems where Information Systems are the main objects of study and the Systems Approach –any variant- is the main research
methodology and philosophical stance used. This journal is an official publication of the Information Resources Management Association
(http://www.igi-global.com/ijitsa), and it is semi annually published (both in print and electronic form).
Editors-in-Chief:
Emeritus Professor Frank Stowell, University of Portsmouth, UK
Professor Manuel Mora, Autonomous University of Aguascalientes, Mexico
Published:
semi-annually since 1998 (both in Print and Electronic form)
www.igi-global.com/ijitsa
PUBLISHER:
The International Journal of Information Technologies and the Systems
Approach (IJITSA) is published by IGI Global (formerly Idea Group Inc.),
publisher of the “Information Science Reference” (formerly Idea Group
Reference), “Medical Information Science Reference”, “Business Science
Reference”, and “Engineering Science Reference” imprints. For additional
information regarding the publisher, please visit www.igi-global.com.
All submissions should be directed to the attention of:
—
Dr. Manuel Mora
Information Systems
Autonomous University of Aguascalientes
Mexico, 20131
—
Dr. Manuel Mora T.
Operational Editor-in-Chief of IJITSA Journal : www.igi-global.com/ijitsa
Operational Editor-in-Chief of IJITSA Journal : www.igi-global.com/ijitsa
Information Systems Department
Universidad Autonoma de Aguascalientes : www.uaa.mx
Aguascalientes, Ags. México 20131
Twitter and Service Science
Dear Service Science Community members,
If you tweet, please remember the following:
(1) #ISSIP
The hashtag #ISSIP causes tweets to appear on ISSIP (http://www.issip.org).
@The_ISSIP is also monitored for service innovation news items for the ISSIP newsletter
@ISSIP_MyT can be used to tweet to for professional development outcomes the build your T-shapeness.
(2) #SSKEweb
The hashtag #SSKEweb causes tweets to appear on SSKE (http://sske.org).
@SSKE #Article or @SSKE #Conference or @SSKE #Journal to have them entered as content into our system.
Please use these to help build the community.
Thanks, -Jim
ISSIP
ISSIP = International Society of Service Innovation Professionals
ISSIP is pronounced I-ZIP
ISSIP’s mission is to promote service innovations for our interconnected world.
ISSIP’s objectives are professional development, education, research, practice, and policy.
Service is defined as the application of knowledge for mutual benefits (value co-creation)
Service innovations scale the benefits of new knowledge globally and rapidly.
Service science studies nested, networked service systems or the service ecology (e.g., individual, family, university, hospital, city, state, nation, etc.)
Service systems can use service platforms to scale innovations globally and rapidly (e.g., tech platforms = smart phones, org platforms = franchises, etc.)
Just as service science is a transdiscipline that borrows from all disciplines, and replaces none…
ISSIP is a 21 Century umbrella professional association that borrows from all professional associations, and replaces none…
It is easy to be “a great ISSIP new member,” but you must be social media savvy to do so.
Here are some attempts at elevator pitches to learn more…
(ISSIP is pronounced I-ZIP, as in innovation zips around the world, faster and faster)
Customer Experience for IT Service Delivery
This is a broad and interesting area…
In addition to those below, what references do you suggest?
Measuring customer experience is always a challenge. Even when outcomes are objective, customer experience is subjective and unique to each customer in context…
1. Call Center
Feinberg, R. A., Kim, I. S., Hokama, L., de Ruyter, K., & Keen, C. (2000). Operational determinants of caller satisfaction in the call center. International Journal of Service Industry Management, 11(2), 131-141.
Froehle, C. M., & Roth, A. V. (2004). New measurement scales for evaluating perceptions of the technology-mediated customer service experience. Journal of Operations Management, 22(1), 1-21.
Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25(3), 397-418.
Payne, A. F., Storbacka, K., & Frow, P. (2008). Managing the co-creation of value. Journal of the Academy of Marketing Science, 36(1), 83-96.
Aksin, Z., Armony, M., & Mehrotra, V. (2007). The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research. Production and Operations Management, 16(6), 665-688.
Maglio, P. P., Srinivasan, S., Kreulen, J. T., & Spohrer, J. (2006). Service systems, service scientists, SSME, and innovation. Communications of the ACM, 49(7), 81-85.
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.
2. Data Centers
Wustenhoff, E., & BluePrints, S. (2002). Service level agreement in the data center. Sun Microsystems Professional Series.
DeCandia, G., Hastorun, D., Jampani, M., Kakulapati, G., Lakshman, A., Pilchin, A., … & Vogels, W. (2007, October). Dynamo: amazon’s highly available key-value store. In ACM Symposium on Operating Systems Principles: Proceedings of twenty-first ACM SIGOPS symposium on Operating systems principles (Vol. 14, No. 17, pp. 205-220).
Armbrust, M., Fox, A., Griffith, R., Joseph, A. D., Katz, R., Konwinski, A., … & Zaharia, M. (2010). A view of cloud computing. Communications of the ACM, 53(4), 50-58.
Zeithaml, V. A., & Berry, L. L. (1993). The nature and determinants of customer expectations of service. Journal of the academy of Marketing Science, 21(1), 1-12.
Janssen, M., & Joha, A. (2006). Motives for establishing shared service centers in public administrations. International Journal of Information Management, 26(2), 102-115.
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.
Kandogan, E., Maglio, P., Haber, E., & Bailey, J. (2012). Taming Information Technology: Lessons from Studies of System Administrators. Oxford University Press.
3. ITIL
Hochstein, A., Zarnekow, R., & Brenner, W. (2005, March). ITIL as common practice reference model for it service management: Formal assessment and implications for practice. In e-Technology, e-Commerce and e-Service, 2005. EEE’05. Proceedings. The 2005 IEEE International Conference on (pp. 704-710). IEEE.
Bartolini, C., & Sallé, M. (2004). Business driven prioritization of service incidents. In Utility Computing (pp. 64-75). Springer Berlin Heidelberg.
Rai, A., & Sambamurthy, V. (2006). Editorial notes—the growth of interest in services management: opportunities for information systems scholars. Information Systems Research, 17(4), 327-331.
3. e-Service, Social Media and Mobile
Cermak, D. S., File, K. M., & Prince, R. A. (2011). Customer participation in service specification and delivery. Journal of Applied Business Research (JABR), 10(2), 90-97.
Berry, L. L., Shankar, V., Parish, J. T., Cadwallader, S., & Dotzel, T. (2006). Creating new markets through service innovation.
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: capturing total customer engagement value. Journal of Service Research, 13(3), 297-310.
Libai, B., Bolton, R., Bügel, M. S., de Ruyter, K., Götz, O., Risselada, H., & Stephen, A. (2010). Customer-to-customer interactions: broadening the scope of word of mouth research. Journal of Service Research, 13(3), 267-282.
Rowley, J. (2006). An analysis of the e-service literature: towards a research agenda. Internet Research, 16(3), 339-359.
Hennig-Thurau, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., & Skiera, B. (2010). The impact of new media on customer relationships. Journal of Service Research, 13(3), 311-330.
Chen, J. V., Yen, D. C., & Chen, K. (2009). The acceptance and diffusion of the innovative smart phone use: A case study of a delivery service company in logistics. Information & Management, 46(4), 241-248.
Kangas, E., & Kinnunen, T. (2005). Applying user-centered design to mobile application development. Communications of the ACM, 48(7), 55-59.
Lu, J., Yao, J. E., & Yu, C. S. (2005). Personal innovativeness, social influences and adoption of wireless Internet services via mobile technology. The Journal of Strategic Information Systems, 14(3), 245-268.
Ngai, E. W., & Gunasekaran, A. (2007). A review for mobile commerce research and applications. Decision Support Systems, 43(1), 3-15.
Matthing, J., Sanden, B., & Edvardsson, B. (2004). New service development: learning from and with customers. International Journal of Service Industry Management, 15(5), 479-498.
Kristensson, P., Matthing, J., & Johansson, N. (2008). Key strategies for the successful involvement of customers in the co-creation of new technology-based services. International Journal of Service Industry Management, 19(4), 474-491.
De Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Customer adoption of e-service: an experimental study. International Journal of Service Industry Management, 12(2), 184-207.
4. Enterprise Applications, SOA, SaaS. Cloud Computing
Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction?. Journal of Marketing, 201-209.
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of marketing, 167-176.
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Elevator Pitch: What is a Smarter Planet?
What is an elevator pitch for a Smarter Planet?
Again, I have no snappy comeback… just some rough ideas that I am working on…
Given the many challenges we face, as we scale up to large populations, resilience, or the ability to rapidly rebuild seems important…
I had not seen Zolli’s Resilience, but just ordered it..
http://www.amazon.com/Resilience-Why-Things-Bounce-Back/dp/1451683804
Resilience sometimes requires going back to the start, and beginning fresh…
You might enjoy this – 7 million views…
Chipotle – Back to the Start
http://www.youtube.com/watch?v=aMfSGt6rHos
Our good friend IWB notes that when you hang the clothes on the clotheline, and they disappear from economic accounts of growth
I am currently reading the newly revised book “Compact Cities”
http://en.wikipedia.org/wiki/Compact_City
The author Thomas Saaty, out of the blue, sent it to me… Bill Hefley a good colleague must be behind that.
http://www.business.pitt.edu/katz/faculty/saaty.php
(I am also going to read this – always seek balance)
http://courses.washington.edu/gmforum/Readings/Neuman_CC%20Fallacy.pdf
I have been working on a model of a compact, 10 mi x 10 mi grid city, secret “A Game of Life” slides buried in the back of my presentations…
http://www.slideshare.net/spohrer/hsse-and-smarter-planet-201200722-v4
Slides 72-76, click go to end button and then back up…
The game is about how rapidly one can rebuild a city of one million people from scratch…
Deals with issue of “Knowledge Burden”
http://www.nber.org/papers/w11360
Requires re-thinking the modularization of knowledge and how we education everyone…
https://service-science.info/archives/2189
How rapidly can we rebuild societal infrastructure, if we had to?
Each time it is rebuilt, can we rebuild it better so that it reduces cost for higher quality of life
And improve resilience, during each rebuild cycle? This seems to be the model in nature…
http://www.youtube.com/watch?v=zCRKvDyyHmI
Which provides a model for re-thinking progress,
and a new dynamic (rapidly re-build infrastructure) operating system for the planet…
So smarter planet should not just be bigger scale efficiencies,
smarter needs to be a process of continuously learning to re-build things “from back to the start” better..
http://www.youtube.com/watch?v=aMfSGt6rHos
The best way to predict the future is to inspire the next generation of students to build it better.
http://www.smarterplanetchallenge.com