© 2011

Service Design and Delivery

  • Mairi Macintyre
  • Glenn Parry
  • Jannis Angelis

Table of contents

  1. Front Matter
    Pages i-xxii
  2. Jagdeesh S. Dhaliwal, Mairi Macintyre, Glenn Parry
    Pages 1-18
  3. Glenn Parry, Linda Newnes, Xiaoxi Huang
    Pages 19-29
  4. Charles Loving
    Pages 31-40
  5. John Seddon, Brendan O’Donovan, Keivan Zokaei
    Pages 41-60
  6. Veronica Martinez, Trevor Turner
    Pages 61-81
  7. Jannis Angelis, Edson Pinheiro de Lima
    Pages 83-94
  8. Glenn Parry, Marc McLening, Nigel Caldwell, Rob Thompson
    Pages 95-117
  9. Valerie Purchase, John Mills, Glenn Parry
    Pages 119-134
  10. Linda Newnes, A. R. Mileham, W. M. Cheung, Y. M. Goh
    Pages 135-151
  11. Ian Smart, Stuart Bestwick, Neil Jarrett, Richard O’Conner, John Gurnett
    Pages 153-166
  12. Mairi Macintyre, Glenn Parry, Jannis Angelis
    Pages 167-169

About this book


Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations.

While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.


Information Supply chain SSME Service Science Service-oriented information Systems knowledge economy product service systems service delivery service design service economy service engineering service implementation service innovation service networks service requirements servitization smart Services value co-creation

Editors and affiliations

  • Mairi Macintyre
    • 1
  • Glenn Parry
    • 2
  • Jannis Angelis
    • 3
  1. 1.The University of WarwickCoventryUnited Kingdom
  2. 2., Bristol Business SchoolUniversity of the West of EnglandBristolUnited Kingdom
  3. 3., Warwick Business SchoolThe University of WarwickCoventryUnited Kingdom

Bibliographic information

Industry Sectors
Chemical Manufacturing
IT & Software
Consumer Packaged Goods
Finance, Business & Banking


From the reviews:

“This book is for … organization that wants to design customer-centric service delivery. … This book moves to a new level, describing in detail the elements of the emerging discipline of service science. It is an outstanding contribution to the field, and should be required reading for marketing and operations leaders for organizations.” (Ernest Hughes, ACM Computing Reviews, June, 2011)