Some favorite Service Science Books; what are yours?

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

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

Fitzsimmons & Fitzsimmons (2003) Service Management
http://highered.mcgraw-hill.com/sites/0072823739/information_center_view0/; New York, NY: McGraw-Hill.

Hefley and Murphy. (Eds) (2008) Service Science, Management and Engineering (SSME);
www.springer.com/, Education for the 21st Century Springer

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Customer Care or Customer Culture? – Service Value Network

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I have to be honest right up front and say that this blog was triggered by a terrible customer experience with Overstock.com. While I have every right to rant and rave and be one of “those” customers, I thought that I might channel the rage into something more positive. At least more positive for us and not for Overstock, because they lost a good customer, fore-v-e-r. Continue reading ‘Customer Care or Customer Culture? – Service Value Network’ »

Shape your world, shape your career

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For those that regularly follow my Blog you know that I am a huge advocate of education for service professionals. In fact, my involvement and ongoing interest in service science ( SSME ) has been to increase research and education around the services industry. Let’s face it; people are not typically prepared  Continue reading ‘Shape your world, shape your career’ »

Industry and Academic partnerships

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I want to call your attention to a magazine that I received today from INFORMS. The ORMS ‘Back to School’ special issue .  Two articles in particular caught my attention. One was an excellent article on NSF funding and how industry can help with research. It should be mandatory reading for every CEO and Service Science professional.

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SSME Lecture Series to Start Sept 10

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I am pleased to announce that in collaboration with IBM’s Almaden Research Center, San Jose State University, University of San Francisco and other leading service science experts, a new monthly lecture series for Service Science will be starting Sept 10th 2009 in the San Francisco Bay Area. This no-charge lecture series will bring together the leading academics, researchers and practicing service professionals to discuss topics related to Service Science, Management and Engineering (a.k.a. SSME ). Continue reading ‘SSME Lecture Series to Start Sept 10’ »