© 2010

Handbook of Service Science

  • Paul P. Maglio
  • Cheryl A. Kieliszewski
  • James C. Spohrer


  • Approaches Service Science as a coherent discipline and as a family of research programs, in a full-length research article format

  • Provides a compendium of perspectives from engineering, science, business and legal, both academic and practical

  • Includes contributions from an acclaimed pool of experts from industry and academia


Table of contents

  1. Front Matter
    Pages i-xxvii
  2. Context: Origins

    1. Front Matter
      Pages 9-9
    2. Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer
      Pages 1-8
  3. Context: Origins

    1. Front Matter
      Pages 9-9
    2. James L. Heskett, W. Earl Sasser Jr
      Pages 19-29
    3. Benjamin Schneider, David E. Bowen
      Pages 31-59
    4. Roland T. Rust, Gaurav Bhalla
      Pages 61-78
    5. John R. Bryson, Peter W. Daniels
      Pages 79-104
  4. Context: Theory

    1. Front Matter
      Pages 105-105
    2. Scott E. Sampson
      Pages 107-131
    3. Stephen L. Vargo, Robert F. Lusch, Melissa Archpru Akaka
      Pages 133-156
    4. James C. Spohrer, Paul P. Maglio
      Pages 157-194
  5. Research and Practice: Design

    1. Front Matter
      Pages 195-195
    2. Mary Jo Bitner, Valarie A. Zeithaml, Dwayne D. Gremler
      Pages 197-218
    3. Robert J. Glushko
      Pages 219-249
    4. Susanne Glissmann, Jorge Sanz
      Pages 251-282
    5. Cheryl A. Kieliszewski, John H. Bailey, Jeanette Blomberg
      Pages 283-305
  6. Research and Practice: Operations

    1. Front Matter
      Pages 307-307

About this book


Traditional service sectors encompass a wide variety of industries ranging from transportation, retail and healthcare to entertainment, banking, and insurance. As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems.

This seminal reference considers Service Science to be the study of value co-creation, and finds abundant common elements and themes, common concerns and approaches that converge on this central, real-world phenomena. Handbook of Service Science takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research.

Handbook of Service Science provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.

List of contributors includes:

Melissa A. Akaka.- John Bailey.- Guruduth Banavar.- Rahul C. Basole.- William J. Baumol.- Gaurav Bhalla.- Mary Jo Bitner.- Jeannette Blomberg.- David E. Bowen.- John R. Bryson.- Richard B. Chase.- Henry Chesbrough.- Eng K. Chew.- Daniel Connors.- Peter W. Daniel.- Andrew Davies.- Faridah Djellal.- Bo Edvardsson.- Shelley Evenson.- Ray P. Fisk.- Faïz Gallouj.- Susanne Glissmann.- Robert J. Glushko.- Michael Gorma.- Michael Gregory.- Dwayne D. Gremler.- Steve J. Grove.- Gerhard, Gudergan.- Evert Gummesson.- Anders Gustafsson.- Alan Hartman.- James L. Heskett.- Kazuyoshi Hidaka.- Barbara Jones.- Uday S. Karmarkar.- Per Kristensson.- Robert F. Lusch.- Linda Macaulay.- Richard Metters.- Ian Miles.- Aleksandra Mojsilovic.- Claire Moxham.- Rogelio Oliva.- Lakshmish Ramaswamy.- Guangjie Ren.- William B. Rouse.- Roland T. Rust.- Scott E. Sampson.- Pamela Samuelson.- Jorge Sanz.- W. Earl Sasser Jr.- Benjamin Schneider.- Carl J. Schramm.- John D. Sterman.- Stephen L. Vargo.- Lars Witell.- Valarie Zeithaml.- Anatoly Zherebtsov


Service Design Service Engineering business currentjm innovation management marketing service computing service innovation service operations service orientation service science service systems technology teletalk

Editors and affiliations

  • Paul P. Maglio
    • 1
  • Cheryl A. Kieliszewski
    • 2
  • James C. Spohrer
    • 3
  1. 1.IBM Research - AlmadenSan JoseUSA
  2. 2.IBM Research - AlmadenSan JoseUSA
  3. 3.IBM Research - AlmadenSan JoseUSA

Bibliographic information

Industry Sectors
Consumer Packaged Goods
Finance, Business & Banking
Energy, Utilities & Environment


From the reviews:

“This handbook can be considered as an ultimate handbook of service research that one should read and have. … this is an easy-to-read book that provides a rich set of both strong theoretical background and industry evidence of the relatively new and dynamically emerging approach of SSMED for studying service. … the book is ideal to both new and mature researchers in the field of service research. … a useful reading for researchers, academics, and professionals involved and interested in service research.” (Marianna Sigala, Journal of Consumer Marketing, Vol. 28 (5), 2011)