Waldemar Karwowski

Introduction to Service Engineering

Herausgeber: Salvendy, Gavriel

• Gebundenes Buch

Produktbeschreibung

Industrial Engineering

What you need to know to engineer the global service economy.

As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role.

The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems.

Readers explore such key aspects of service engineering as:
The role of service science in developing a smarter planet
Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services
Service design, including collaborative e-service systems and the new service development process
Service operations and management, including service call centers
Service quality, from design operations to customer relations
Web-based services and technology in the global e-organization
Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams

With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.

Produktdetails

• Verlag: Wiley & Sons
• 1. Auflage
• Seitenzahl: 672
• Erscheinungstermin: 1. Januar 2010
• Englisch
• Abmessung: 242mm x 197mm x 45mm
• Gewicht: 1266g
• ISBN-13: 9780470382417
• ISBN-10: 0470382414
• Artikelnr.: 27870753

Autorenporträt

GAVRIEL SALVENDY is a professor emeritus at Purdue University and the Chair Professor and head of the Department of Industrial Engineering at Tsinghua University, Beijing, China. He is a member of the National Academy of Engineering. He also has written and edited thirty books, including Handbook of Industrial Engineering and Handbook of Human Factors and Ergonomics, both published by Wiley. www.ie.tsinghua.edu.cn/Salvendy WALDEMAR KARWOWSKI is a professor and the Chair of the Department of Industrial Engineering and Management Systems at the University of Central Florida. He is the editor of over forty books, including Organization and Management of Advanced Manufacturing and Design of Work and Development of Personnel in Advanced Manufacturing, both published by Wiley. www.iems.ucf.edu/about/faculty/karwowski.html

Inhaltsangabe

Preface. Contributor. I Introduction. 1 Service Science: Toward a Smarter
Planet (J. Spohrer and P. P. Maglio). 2 A Unified Service Theory (S. E.
Sampson). 3 Work in the Service Economy (J. Blomberg). II Service
Enterprises. 4 Development of Hybrid Solutions-A Challenge for
Organizations in a Competitive Environment (K. J. Zink, T. Baudach, and M.
Kramp). 5 Enterprise Value Creation in the Global Service Economy (A.
Herman). 6 Architecture of Service Organizations (M. Cases, D. A. Bodner,
and B. Mutnury). 7 Service Enterprise Modeling (Y. Yih and A. Chaturvedi).
8 Applying the Methods of Systems Engineering to Services Engineering (M.
R. Mott). III Service Design. 9 Customer-Centered Design of Service
Organizations (W. Karwowski, G. Salvendy, and T. Ahram). 10 Design of
Service-Oriented Architecture (SOA) (L.-J. Zhang and F. Bernardini). 11
Design of Collaborative e-Service Systems (H. S. Ko and S. Y. Nof). 12 New
Service Development Process (K. J. Kim and T. Meiren). 13 A Methodology for
Designing Services: A Modeling Method, Design Method, CAD Tool, and Their
Industrial Applications (T. Sakao, E. Sundin, M. Lindahl, and Y.
Shimomura). IV Service Operations. 14 Service Operations and Management (S.
McLaughlin). 15 A Service Perspective of Marketing, Operations, and Value
Creation (M. A. Akaka, S. L. Vargo, and R. F. Lusch). 16 Service Processes
(P. Lillrank). 17 Service Call Centers: Design and Operation (R. Feinberg
and C. Briggs). V Customer Service and Service Quality. 18 Lean Service (F.
Voehl and A. Elshennawy). 19 Designing for Service: Creating an Experience
Advantage (S. Evenson and H. Dubberly). 20 Complaint Management (B. Stauss
and W. Seidel). 21 Integrating Service Quality and Human Factors (C.
Drury). VI Web Services. 22 Designing Web-Based Services (N. Partarakis, C.
Doulgeraki, M. Antona, and C. Stephanidis). 23 Web Service Technology (C.
Pautasso). 24 The Development of Web-Based Services (N. Partarakis, C.
Doulgeraki, M. Antona, and C. Stephanidis). 25 Global e-Organization (N.
Dholakia and R. R. Dholakia). VII Innovation in Service Systems. 26 The
Evolution of Service Engineering-Toward the Implementation of Designing
Integrative Solutions (H. Luczak and G. Gudergan). 27 Managing Service
Innovation (J. Tidd and F. Hull). 28 Streamlining the Delivery of Complex
SOA Solutions with Global Resources (K. Ratakonda, Y.-M. Chee, D.
Oppenheim, and F. Bernardini). 29 Technology Transfer Streams in Service
Industry (W. M. Grudzewski and I. K. Hejduk). Index.