© 2019

Handbook of Service Science, Volume II

  • Paul P. Maglio
  • Cheryl A. Kieliszewski
  • James C. Spohrer
  • Kelly Lyons
  • Lia Patrício
  • Yuriko Sawatani
  • Goes beyond the basics of the first volume to show service science in practice, embedded in real-world applications and examples, and in use in the global research community

  • Reflects the growth of collaborative economy (peer to peer) to the growth of cognitive and smart service systems to the growth of servitization of manufacturing

  • Features the research of younger, next generation researchers and academics, and explores the emergence of this new field through the eyes of today's new service scientists, revealing how we see the value and grand challenges emerging from the integration of theories, methods, and techniques

  • Suitable practitioners working on service innovations (how advanced technologies reshape the service landscape), policy makers, executive business leaders, and in higher education, for students studying innovation across disciplines


Table of contents

  1. Front Matter
    Pages i-xxvii
  2. Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer, Kelly Lyons, Lia Patrício, Yuriko Sawatani
    Pages 1-9
  3. Service Experience – On the Human–Centered Nature of Service

  4. Service Systems – On the Nature of Service Interactions

    1. Front Matter
      Pages 235-235
    2. Niels Feldmann, Hansjörg Fromm, Gerhard Satzger, Ronny Schüritz
      Pages 249-284
    3. Robert Blair Frost, Michael Cheng, Kelly Lyons
      Pages 285-306
    4. Cheryl A. Kieliszewski, Laura Challman Anderson
      Pages 307-325
    5. Luna An, Mallika Machra, Abigail M. Moser, Sanja Simonovikj, Richard C. Larson
      Pages 327-348
    6. Chiehyeon Lim, Paul P. Maglio
      Pages 349-376
    7. Veronica Martinez, Andy Neely, Chander Velu, Stewart Leinster-Evans, Dav Bisessar
      Pages 377-407

About this book


The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science.  The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context.  

The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems.  Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence.  These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications.   By looking through the eyes of today’s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume.

The handbook is divided into four parts:  1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems–On the Nature of Service Interactions; 3) Service Ecosystems–On the Broad Context of Service; 4) Challenges–On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society.

Handbook of Service Science, Volume II offers a thorough 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.


service science service systems service research service-dominated logic service ecosystems human-centered service systems service experience smart service systems

Editors and affiliations

  • Paul P. Maglio
    • 1
  • Cheryl A. Kieliszewski
    • 2
  • James C. Spohrer
    • 3
  • Kelly Lyons
    • 4
  • Lia Patrício
    • 5
  • Yuriko Sawatani
    • 6
  1. 1.University of California, MercedMercedUSA
  2. 2.IBM Research—AlmadenSan JoseUSA
  3. 3.IBM Cognitive Opentech, AlmadenSan JoseUSA
  4. 4.University of TorontoTorontoCanada
  5. 5.INESCTEC and Faculty of EngineeringUniversity of PortoPortoPortugal
  6. 6.Graduate School of ManagementNagoya University of Commerce and Business Business SchoolNagoyaJapan

About the editors

Paul P. Maglio is a professor of technology management in the School of Engineering at the University of California, Merced. He holds an SB in computer science and engineering from MIT and a PhD in cognitive science from UCSD. One of the founders of the field of service science, Dr. Maglio is currently Editor-in-Chief of INFORMS Service Science, and was lead editor of the Handbook of Service Science (Springer).

Cheryl Kieliszewski is a Research Staff Member at IBM Research - Almaden.  She has extensive research and applied human factors engineering experience investigating human behavior and expectations, and the implication of these on technology and service design.  Her research focuses on understanding the impact of team practices on technological and organizational design to inform the human-system relationship definition within service systems.  Cheryl received her Ph.D. from Virginia Tech in Industrial and Systems Engineering for Human Factors.  Her professional accomplishments include several issued patents, published papers, speaker, and serving as a co-editor of the inaugural "Handbook of Service Science".

Jim Spohrer directs IBM’s open source Artificial Intelligence (AI) efforts.  Previously at IBM, he led Global University Programs, co-founded Almaden Service Research, and was CTO Venture Capital Group.  After his MIT BS in Physics, he developed speech recognition systems at Verbex, an Exxon company, before receiving his Yale PhD in Computer Science/Artificial Intelligence. In the 1990’s, he attained Apple Computers’ Distinguished Engineer Scientist and Technology title for next generation learning platforms.  With over ninety publications and nine patents, he won the Gummesson Service Research award, Vargo and Lusch Service-Dominant Logic award, and a PICMET Fellow for advancing service science.

Kelly Lyons is an Associate Professor and Associate Dean, Academic in the Faculty of Information at the University of Toronto. Prior to joining the Faculty of Information, she was the Program Director of the IBM Toronto Lab Centre for Advanced Studies (CAS). Her current research interests include service science, knowledge mobilization, social media, and collaborative work. Currently, she is focusing on ways in which social media can support human‐to‐ human interactions in service systems and data‐driven knowledge mobilization. Kelly holds a cross‐ appointment with the University of Toronto’s Department of Computer Science and is an IBM Faculty Fellow.

Lia Patrício (B.S., M.B.A., and PhD from University of Porto) is Associate Professor at the University of Porto, where she is the Director of the Master in Service Engineering and Management and lectures in the area of New Service Design and Development. Her research focuses on Service Design and Customer Experience, particularly the design of Technology Enabled Services, Value Networks and Service Ecosystems. She is currently the Principal Investigator of the Service Design for Innovation Marie Curie - Innovative Training Network. She is Global Faculty Member of the Center for Services Leadership, Arizona State University and Academic Scholar of the Cornell Institute for Healthy Futures. Her research has been published in the Journal of Service Research, Journal of Service Management, Design Studies, Journal of Business Research, among others.

Yuriko Sawatani is Professor of Management at Nagoya University of Commerce and Business, and Director at Entrepreneurship Center. She received her Ph.D. at The University of Tokyo. After working at IBM Research, she received a professor position at Waseda University in 2013, and has the current position since April, 2018. She works in partnership with companies, transforming organizations to digital era. Current work includes MEXT Enhancing Development of Global Entrepreneur Program and its follow-on program. Her research investigates the design function of companies focusing on Service Design, Innovation Management and Entrepreneurship.

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