Within global commerce, services and management play a vital role in the economy. Service systems are necessary for organisations, and a multi-disciplinary approach is ideal to establish full understanding of these systems. Best Practices and New Perspectives in Service Science and Management provides original research on all aspects of service science, service management, service engineering, and its supporting technology in order to administer cutting-edge knowledge to encourage the improvement of services. This book is essential for researchers and practitioners in the fields of computer science, software management, and engineering.
| Preface |
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xviii | |
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Chapter 1 Service Quality Evaluation Method for Community-Based Software Outsourcing Process |
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1 | (15) |
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Chapter 2 Creating Effective Customer Solutions: A Process-Oriented Perspective |
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16 | (15) |
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Chapter 3 Customers as Innovators in Senior Service Markets: An Examination of Innovation Potential and Characteristics |
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31 | (23) |
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Chapter 4 Situated Service-Oriented Modeling |
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54 | (22) |
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Chapter 5 An IT Service Engineering and Management Framework (ITS-EMF) |
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76 | (16) |
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Chapter 6 DNA Model of IT Service Assets |
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92 | (31) |
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Chapter 7 Identification of Attributes of TQM in an Educational Institute: A System Model |
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123 | (19) |
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Chapter 8 An Ontology-Based and Model-Driven Approach for Designing IT Service Management Systems |
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142 | (18) |
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Chapter 9 The Impact of E-Retail Environment Characteristics on E-Satisfaction and Purchase Intent |
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160 | (20) |
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Chapter 10 A Study on Relationships Among Software Engineering Capabilities in Japan Using Panel Analysis |
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180 | (13) |
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Chapter 11 Value-Adding to Public Services Through the Adoption of Lean Thinking |
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193 | (20) |
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Chapter 12 A Modeling Framework for Analyzing the Viability of Service Systems |
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213 | (15) |
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Chapter 13 A Business Model Approach for Service Engineering in the Internet of Services |
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228 | (9) |
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Chapter 14 Service Oriented Innovation Management: An Open Innovation Approach for Collaboration in Innovation Networks |
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237 | (8) |
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Chapter 15 Customer Integration in Innovation Processes via Operating Information Systems |
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245 | (10) |
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Chapter 16 A Method for the Management of Service Innovation Projects in Mature Organizations |
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255 | (18) |
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Chapter 17 How IT-Enabled Services Can Help to Change our World: Building Networks for the Energy-Efficient City of Tomorrow |
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273 | (8) |
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Chapter 18 Mobile Emergency Management Services Targeting Large Public Events |
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281 | (19) |
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Chapter 19 MoBiFlow: Principles and Design of a Workflow System for Molecular Biology |
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300 | (14) |
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Chapter 20 uRun: A Framework for User-Generated Mobile Services in the Health and Fitness Domain |
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314 | (21) |
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Chapter 21 An Information and Cooperation Portal for Supporting Public Authorities and Organizations with Safety and Security Responsibilities Before and During Large Public Events |
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335 | (10) |
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| Compilation of References |
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345 | (40) |
| About the Contributors |
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385 | (4) |
| Index |
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389 | |
Patricia Ordóńez de Pablos is professor in the Department of Business Administration and Accountability, at the Faculty of Economics of The University of Oviedo, Spain. Her teaching and research interests focus on the areas of strategic management, knowledge management, intellectual capital, and China. She serves as Associate Editor of Behaviour and Information Technology journal. Additionally she is Executive Editor of the International Journal of Learning and Intellectual and the International Journal of Strategic Change Management. She is Editor of International Journal of Asian Business and Information Technologies (IGI-Global).
Robert Tennyson is a professor in the Department of Educational Psychology, University of Minnesota, USA. He is also the editor of Computers in Human Behavior (Elsevier). He has published over 200 scientific papers, books chapters and books. His presentations include numerous international settings and audiences. Research includes concept learning, instructional design principles and strategies, technology-based learning systems, computer simulations and games, and evaluation.
